Job Details
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Job Description
Job Purpose:
- Plan and direct the sites activities to achieve stated/agreed targets, performance and standards for financial and trading performance, quality, culture, and legislative adherence.
Key Responsibilities:
- Manages sites related cost elements and payment requests.
- Reports to CEO/Management board on sites plans and performance Provides contingency plan for the site.
- Identifies, develops and directs the implementation of business strategy.
- Implements improved processes and management methods to generate higher return on investment (ROI) and work-flow optimization.
- Monthly analysis of all reported reports and, coming up with his recommendations either to the Direct department manager or the CEO, in order to improve the traffic efficiency, decreasing abundant calls, improving employees performance a handling and SL.
- Evaluates the Call Center Manager and Account managers performance, and give them feedback, at least once per month, encouraging their interaction in the decision making.
- Reviews the quality control reports and acts accordingly to eliminate any performance inefficiency.
- Creates and generates new reports - according to requirements - whether qualitative or quantitative.
- Suggests and coordinates with the HR department performance rewards for significant performance.
- Conducts regular team meetings on weekly basis in order to maintain mutual understanding for business goals and keep them running smoothly.
- Provides necessary training for subordinates, or suggests certain kinds of training depending on his/her observation whenever necessary.
- Maintains and develops organizational culture, values and reputation in its markets and with all staff, customers, suppliers, partners and regulatory/official bodies
- Manages relation between department to eliminate conflicts.
Job Requirements
Functional Level:
- Understand Current Performance Metrics
- Numerical & Operational knowledge
- Ability to Maximize Resources Utilization Setting Policies and Procedures Report
- Writing skills
- Excellent time management
- Managerial Skills
Business Level:
- Excellent understanding for SOD
- Awareness of Contact Center Business
- Understand clients Business Area on a different Levels
Interpersonal Level:
- Excellent leadership skills
- Excellent communication Skills
- Highly organized
- High tendency to adaptability
- Ability to work under pressure
- Results oriented
- Creative
- Excellent sense of responsibility, accuracy and influence
Problem Solving:
- Excellent analytical skills
- Decision making skills
- Ability to identify and analyze problems
Educational Background:
- BA degree
- MBA is an added plus
Professional Experience:
- Minimum 10 years of work experience preferably with in dynamic contact center 5 years of experience in a managerial position
Language Skills:
- Arabic language is mandatory
- English Fluent
