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SPS Service Delivery Manager

Souq.com, An Amazon Company

Posted on January 13, 2020

5 - 6 years Cairo - Egypt

Bachelor of Business Administration(Management). Any Nationality

Opening 01

Job Description

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Daily and weekly operations and performance management
• Leading and completing daily/weekly/monthly performance reviews with the relevant partner to drive and influence achievement of operational goals
• Attending and participating in Quarterly Business Reviews with relevant partners
• Managing the partner forecast headcount and volume requirements process, in line with contractual requirements
• Supporting tactical day to day actions to achieve service level goals
• Auditing and validating partner associate engagement with the amazon brand
• Representation of the Partner network in internal business reviews
• Supporting and validating monthly payment processes and invoices
• Supporting the validation of risk and reward metrics for relevant payments
• Detailed reporting and metrics analysis, enabling a detailed review of all operational performance metrics, and follow through of corrective actions to manage any variations to plan
• Program and technical management
• Operations process standardization
• Sharing operational and quality best practices across the Amazon Seller Support network
job requirements
More than 5 years
Not Specified at least

Internet / E-commerce / Dotcom

Corporate Planning / Consulting / Strategy / M&A

Desired Candidate Profile

Basic Qualifications:
• Bachelor's degree in business, economics, engineering or a related field
• Minimum of 5 years experience in a call center environment, preferably in outsourced operational leadership.
• In-depth knowledge of work force management systems and forecasting
• Quality and performance management of outsource partners
• Familiarity with an outsourcing environment
• Demonstrated success in people leadership
• Executive business presentations
• Strong business analytics and leadership skills
• Demonstrated negotiation skills of large, global contracts
• Advanced skills in Microsoft Excel, PowerPoint and Word
• Up to 30% domestic and international travel
• Fluency in English and one additional language, either French, Italian or Spanish are essential
Basic Qualifications:
• Masters degree or equivalent experience
• 10years experience in a call center environment, preferably in outsourced operational leadership.
• Fluency in English and Arabic


SPS Service Delivery Manager


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Souq.com, An Amazon Company

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