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Call Center Manager

GlobeMed Egypt - Maadi, Cairo

Call Center Manager

GlobeMed Egypt - Maadi, CairoPosted 1 month ago
321Applicants for1 open position
  • 119Viewed
  • 24In Consideration
  • 52Not Selected

Job Details

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Job Description

  • Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines].
  • Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff.
  • Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items.
  • Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives.
  • Follows the implementation approach for any new scope or change of scope required by the client.
  • Maintaining an updated practice of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations.
  • Constantly update the service manual for assigned project and present this to the client for approval.
  • Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers).
  • Communicates with Call Center clients concerning the business / operational results.
  • Applies operational, qualitative, and business analysis of project operational processes.
  • Updates constantly service manual for assigned project and presents this to the client for approval.
  • Oversee all the activities of own team to ensure high-performance levels and efficient implementation.
  • Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
  • Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.

Job Requirements

  • Fluency English
  • The Arabic Language is mandatory
  • +5 years of work experience in the Call Center industry 3 of which would need to be in the management of people.
  • Awareness of Call Center Business
  • Understanding of CRM (and other related software)
  • Operational Knowledge
  • Knowledge of all COPC requirements
  • Understanding of client’s business areas at all levels
  • Full leadership and guidance responsibilities

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