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Projects Manager - Contact Center Operations

Contact Center Company (CCC)

3 - 6 years Riyadh - Saudi Arabia

Bachelor of Technology/Engineering, Bachelors in Computer Application(Computers), Bachelor of Business Administration(Management). Any Nationality Male

Medical inssurance for employee and family, Shopping Discounts card


, Posted on May 15, 2018 1 Opening

Job Description

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Principal Accountabilities (Key Result Areas)

• Design and develop the projects internal and external end to end Business process.

• Planning the project resources
• Monitoring the project performance
• Reporting and Documentation
• Plan and implement projects
• Help define project scope, goals and deliverables
• Define tasks and required resources
• Manage budget
• Allocate project resources
• Create schedule and project timeline
• Track deliverables
• Support and direct team
• Lead quality assurance
• Monitor and report on project progress
• Present to stakeholders reports on progress as well as problems and solutions
• Implement and manage change when necessary to meet project outputs
• Evaluate and assess result of project
• To ensure desired customer delight by providing satisfactory response to client’s interaction.
• Constantly monitor & review performance metrics for achievement of objective.
• To interface with respective work center for resolution of complaints.
• To effectively manage Contact Center operations for constant performance achievements.
• Identify relevant training needs for the project resources and ensure effective implementation.
• Interface with WFM/ IT/HR/ Training/Quality.
• Collate data & generate MIS report.
• Decries No. of issues resolved within the standard time.


Industry Type : Call Center / BPO / KPO / Outsourcing
Functional Area : Contract Management / Estimation / Tendering / Quantity Surveying

Desired Candidate Profile

• Project management qualification (PMP) or equivalent
• Contact Center BPM “Business Process Management” experience is a must
• Training, Quality and WFM experience from Contact Centers is a must
• Theoretical and practical project management knowledge
• Knowledge of techniques and tools
• Experience as a project manager
• Experience in strategic planning, risk management and/or change management
• Proficiency in project management software tools (PMP platform/Microsoft Projects)


Desired Skill:

• Spoken Communication skills
• Proficient in MS Office & Computer skills
• Probing skills
• Analytical skills
• Influencing skills
• Leadership qualities
• Problem Solving skills
• Counseling skills
• Organizational skills
• Well-developed interpersonal skills
• Numeracy skills
• Commercial awareness
• Team working skills

Keywords

Contact Center Evaluation Monitoring Business Analysis Business Process Management Process Improvement Project Management Pmp PMI Project Management Certified Professional Project Control Planning • Contact Center BPM

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Contact Center Company (CCC)

WHY JOINING CONTACT CENTERS COMPANY
 
People Philosophy:

At CCC, our philosophy is to facilitate a synergetic and interdependent relationship between the individual and the corporate through complete employee involvement. The cornerstone of our human resources management philosophy is the c onviction that the wellbeing of the company and its people are interdependent, and that the company's most valuable asset is its people.

Work culture:
 
-Employee centric: 
Our focus is the welfare of our workforce. Initiatives to promote their health, safety and wellbeing are introduced and updated regularly.

-Transparent:
CCC encourages a free bi-directional flow of information and permits open discussion of differing views. 

Development focused:

With an array of global locations and career opportunities, there is scope for continuous learning and growth. 

-Respect for individual dignity:
We treat every person with respect and value his / her ideas and thoughts. We view constructive differences in opinion as learning opportunities. 

-Customer oriented: 
We not only understand what our customer values, but also the value the customer adds toour business. 

-Team driven: 
By celebrating achievements big and small and appreciating each other’s contributions as a team, we enjoy our journey to success. 

Value proposition to you:

CCC continuous excellence-> At CCC, we understand that each individual has unique skill sets and contributes to the organization in his / her own way; hence, we create an environment where talent can bloom and support the management’s efforts to foster a high-performance-oriented workforce. We are committed to continuously training our people. 

Equal employment opportunity->We believe that providing equal employment opportunities for all sections of society is an integral component for the growth of a company, and exercise this belief. 

Integrity-> We inspire trust by taking responsibility, acting ethically, and encouraging honest and open debate. 

Working at CCC is fun-> To ensure that all employees are enthused and happy at work, we have various employee engagement programs. We also take time out to celebrate the cultural and regional identity of our employees.
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Contact

Name/ Designation:
Hanan -

Website http://www.ccc.net.sa


Additional Information Required

Employer has requested some additional information along with your application for this job

* Q1: Do you currently or have you worked in Contact Centers before?

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