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Non-Voice Service delivery Manager - Call Center

Raya Contact Center

Posted on June 13, 2019

3 - 5 years Cairo - Egypt

Any Nationality

Opening 01

Job Description

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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

Call Center / BPO / KPO / Outsourcing


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


Customer service CRM Billing Business analysis Outsourcing Operations Customer support operations Operations management Client satisfaction Business awareness


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Raya Contact Center

Raya Contact Center is a world-class Business Process Outsourcing Service Provider offering contact center services, back office services, inside sales channel management and professional services. Raya Contact Center with its Call Center services caters to clients, including...

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