Call Center Account Manager
Intelcia -
Alexandria, EgyptPosted 4 years ago27Applicants for1 open position
- 22Viewed
- 1In Consideration
- 0Not Selected
Job Details
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Job Description
- In charge of developing and coaching Operations Managers, guiding and checking their planning, administering, recognition and reward programs as well as disciplinary procedures.
- Ensure all Operations Managers & team leaders are working effectively with their point of contact towards the control/ improvement of a KPI and allow them to truly manage the KPI they are in charge of.
- Responsible for real time shift management of production, building and executing action plans, communicating shift trends/concerns to upper management. Presenting the account status to the company’s executives on monthly and quarterly basis (Monthly / Quarterly Business Reviews).
- Communication with other departments to develop and drive the business leading to better performance and growth.
- Responsible for maintaining the positive environment and motivation in my Line of Businesses (Events, rewarding programs, open chats and focus groups).
- Responsible for “Profit and Loss” management, budget preparation, projecting margins and manage it daily to reach the projected / desired margins. Presenting business reviews to client vendor management on a weekly and monthly basis (Business development suggestions, current performance, root causes, action plans in place, and glide paths).
- Daily communication with different client POCs sharing performance, challenges, and suggested solutions to maintain and grow the good relation and partnership leading to better performance and business growth.
Job Requirements
Profile:
- Education: Bachelor’s Degree
- Professional experience: 5+ years of managerial experience (3+ years of call center experience preferred)
- Language: Fluent Written and Spoken English
Technical Skills :
- Budgeting & financial management
- Data analysis & action planning
- WFM forecasting & capacity planning
- Microsoft Office Package
Behavioral Skills :
- Critical thinking and problem-solving skills
- Planning and organizing
- Communication skills
- Leadership
- Conflict management
- Adaptability
