Regional Data Analyst
Abu Rawash, Giza
Regional Data Analyst
Abu Rawash, GizaPosted 9 hours ago18Applicants for1 open position
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Job Details
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Job Description
Position Overview:
We are seeking a highly skilled and dynamic individual to manage our global distribution network and oversee the Call Center operations. The successful candidate will be responsible for coordinating and managing 62 distributors across 32 countries, while also leading and optimizing the performance of our Call Center team. The role will serve as the focal point for the Middle East and MENA region, acting as a key liaison between the regional team and global operations. This is a strategic leadership role requiring expertise in international operations, multi-country management, and team leadership.
Key Responsibilities:
- Global Distributor Management:
- Lead and manage relationships with 62 distributors across 32 countries.
- Develop and implement effective strategies for distributor engagement and performance.
- Ensure distributors meet performance, quality, and service standards.
- Conduct regular reviews and evaluations to optimize distribution processes.
- Provide guidance and training to distributors to align with global business objectives.
- Call Center Operations Management:
- Oversee the daily operations of the Call Center team to ensure exceptional customer service and performance metrics.
- Work closely with team leads to ensure all targets are met in terms of customer satisfaction, call response time, and issue resolution.
- Implement best practices for call handling, workforce scheduling, and training.
- Monitor performance analytics and prepare reports for senior management.
- Regional Focal Point (Middle East & MENA):
- Act as the primary contact and liaison for the Middle East and MENA teams, facilitating effective communication and collaboration.
- Support the regional team with distribution strategy, ensuring alignment with global business objectives.
- Provide timely feedback and updates to the global leadership team regarding regional challenges, opportunities, and performance.
- Collaborate with the MENA team to tailor solutions and strategies to local market dynamics and customer needs.
- Cross-Functional Collaboration:
- Collaborate with sales, marketing, logistics, and product teams to ensure smooth coordination across global markets.
- Facilitate communication between distributors and internal teams to address challenges and seize new opportunities.
- Act as a liaison between senior leadership and distributors to ensure alignment on business goals and initiatives.
- Strategic Planning and Continuous Improvement:
- Develop and execute strategies for optimizing distributor relationships, customer service performance, and call center operations.
- Identify areas of improvement and implement solutions for operational efficiency.
- Track and analyze performance data to provide recommendations for enhancing productivity and customer satisfaction.
Job Requirements
Required Skills and Experience:
- Proven experience in managing international distributors or global partner networks.
- Strong leadership skills with the ability to guide and motivate teams across different cultures.
- In-depth knowledge of call center operations and customer service best practices.
- Expertise in reporting and analysis with a proven ability to use data to drive decision-making and improvements.
- Ability to act as a regional focal point and facilitate cross-regional communication and strategies.
- Excellent communication skills and the ability to build strong relationships with stakeholders across diverse cultures.
- Strong problem-solving and analytical skills for assessing operational challenges and finding effective solutions.
- Ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.
- Proficient in Microsoft Office Suite, data analysis tools, and customer management software (CRM).
Qualifications:
- Bachelor's degree in Business Administration, International Business, or related field (Master’s preferred).
- 5+ years of experience in a global operations or distribution management role.
- 3+ years of experience in managing call center operations.
- English language proficiency of B2 to C1 (Upper-intermediate to Advanced level required).
