Non-Voice Service delivery Manager - Call Center Raya Contact Center Posted on June 13, 2019 3 - 5 years Cairo - Egypt Any Nationality Send Me Jobs Like This SEND Alert Set Successfully Opening 01 Job Description EMAIL JOB SEND Email sent successfully. SHARE JOB Job Purpose: • Responsible to manage client relationships and to ensure client satisfaction through delivering & achieving all related metrics KPIS and maintaining operational objective Key Responsibilities: • 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 practices 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 • Arrange for hiring calibration between the client and RCC HR then 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 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 job requirements 3 to 5 years Not Specified at least Outsourcing/Offshoring Telecommunications Company Industry Call Center / BPO / KPO / Outsourcing Department/Functional Area Administration Desired Candidate Profile Required skills, expertise & Knowledge: Functional Level: • Operational Knowledge • Understanding of CRM (and other related software) • Understanding of client s business areas at all levels • Knowledge of policies & procedures • Knowledge of current performance metrics • Knowledge of all COPC requirements Business Level: • Awareness of Company SOD • Awareness of Call Center Business • Awareness of Client related industries Interpersonal Level: • Presentation Skills • Dynamic • Communication Skills • Good Time Management • Client Orientation • Results Orientation • Quality Focus • Problem Solving skills. • Decision-Making Skills • Analytical skills • Skills to identify and analyze problems • Skills to maximize resources utilization • Skills to improve process efficiency Keywords Customer service CRM Billing Business analysis Outsourcing Operations Customer support operations Operations management Client satisfaction Business awareness REPORT THIS JOB Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. 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