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Job Description
- Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers)
- Communicates with Call Center clients concerning the business / operational results
- Conducts regular meetings with client to present and review business results. (The MOM of those meetings is to be documented with the specific actions required, the owners of those actions and the due dates of delivery.
- A status report is sent on weekly basis updating the client with the progress of those agreed actions.)
- 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
- Conducts process improvement opportunity analysis on all assigned projects in order to maximize RCC efficiencies in service delivery and provide value added to clients
- Conduct a quarter QBR with the client inviting the top managers from both sides to align the strategy of the client with the offerings of RCC
- Translates the yearly client feedback to action aiming at improving the level of satisfaction of the client and meeting the set CSS bench mark
- Arranges for hiring calibration between the client and RCC HR then to ensure the profile agreed is maintained
- Maintains table “F” of the project, ensures that the set targets are met and performs the CULKA exercise
- Applies the problem solving technique whenever any KCRP is experiencing a wide variation or does not meet bench marks and documents each case
- Carries the responsibility of achieving targets communicated by the Operations Manager
- Maintains the COGs % of the project as agreed with the Sales account Manager
- Analyses monthly the project’s cost/call and the rev/call to ensure GP % are met
- Analyses cost of absenteeism on monthly basis and takes action as needed
- Acts as focal point with the supporting functions for project/Advisor related issues (including verification of monthly invoice)
- Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month
- Takes action as necessary on feedback from transaction monitoring
- Holds weekly meetings with Account Manager & Team Leaders to review operational results and to discuss improvement steps
- Ensures enforcement of the End-User Privacy Policies
- Ensures that all team members adhere to RCC code of conduct and takes disciplinary action where necessary
- Performs weekly floor audits to ensure consistency in delivering the service to the end user across all Advisors of the project
- Follows the implementation approach for any new scope or change of scope required by the client by filling out the process change request form and following the rest of the approach
- Keeps a track sheet for all process changes to track clients requirements and change requests
- Performs other related duties
Job Requirements
- Collection Background.
- Strong operational Knowledge.
- Understanding of Client’s business areas at levels.
- Understanding of performance management approaches
- Budgeting & Financial understanding
- Strong Communication Skills
- Dynamic
- Internal & External Focus
- Strong Leader Ship Skills
- Accountability
- Problem Solving
- Decision Making
Educational Background:
- Bachelor Degree preferred in business administration
- Studies in people & Business Management Studies is preferred
Professional Experience:
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5 - 8 years of work experience in the Call Center industry 3 of which would need to be in the management of people
Language Skills:
- Arabic is mandatory.
- Fluency in English.
