Call Center Manager

Confidential Company - Heliopolis, Cairo

Applicants for
1 open position
Experience Needed:
More than 5 years
Career Level:
Job Type:
Full Time
Negotiable, Bonus
1 open position
About the Job
  • Design and implement appropriate structure, resources, process and systems to deliver on SLAs.
  • Planning of resources in line with the annual plan and SLAs agreed with operating units.
  • Manage the SSC workforce in line with the SLAs.
  • Staffing and induction.
  • Performance management.
  • Training and development.
  • Builds engagement to drive motivation and manage retention.
  • Ongoing monitoring and reporting of KPIs ensuring service levels and quality levels for transactions are met.
  • Collaborate with operating units to identify SSC opportunities and assist in the transition of activities and processes to the SSC.
  • Drive process optimization for greater efficiency and effectiveness of services.
  • Liaises closely with Global SSC to adopt and share best practice.
  • Budgeting for SSC operations and monitor expenses in close relationship with finance.
  • Work with Aptec Egypt to establish and maintain an attractive work environment.
  • Works closely with IS department to ensure system performance and implement system changes where appropriate.
Job Requirements
  • Extensive management experience in shared services and/or business process outsourcing (BPO) environment running a center or sizable operation within a large SSC/BPO.
  • Large Team Management experience required.
  • Numerical literacy.
  • Should be very familiar with MS office and presentation packages.
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