Skills And Tools:
- 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.
- 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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