Said Mangoud Khair-Allah

Senior Service Delivery ManagerFull Time

Account ManagerFull Time

• Job Details:ey Responsibilities:-  Ensure target achievement with regards to quality and operational KPIs as well as all relevant supporting metrics  Evaluate daily key performance indicators (KPIs), identify areas of improvement and coordinate with Ops and Quality Manager to develop / implement action plans  Regular alignment with Senior Management and accountable for site specific implementation of agreements made between Senior Management and client  SPOC for Senior Management and representation of their site in calls/ meetings with the client – as and if required  Effectively manage cost per incident and internal budget objectives & ensure appropriate headcount numbers / overhead – agent ratios  Facilitates alignment amongst internal department heads  Managing, motivating and developing their direct reports, regular participation in team meetings (coaches / supervisors) and showing floor presence  Project Management / Controlling (Independent handling of sub-projects)  Ensure contractual metrics are met;