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Call Center Service Delivery Manager

Raya Customer Experience
6th of October, Giza
Posted 4 years ago
279Applicants for1 open position
  • 29Viewed
  • 10In Consideration
  • 15Not Selected
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Job Details

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Job Description

  •  Take the financial responsibility for assigned accounts, including forecasts, assist with billing queues and invoice and account receivable issues.  
  • 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 the assigned project and present this to the client for approval  
  • Arrange for hiring calibration between the client and RCC HR than to ensure the profile agreed is maintained.  
  • 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 present this to the client for approval  
  • Oversee all the activities of our own team to ensure high-performance levels and efficient implementation.  
  • Responsible for the professional development of their 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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