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 practice 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.
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
Fluency English
The Arabic Language is mandatory
+5 years of work experience in the Call Center industry 3 of which would need to be in the management of people.
Awareness of Call Center Business
Understanding of CRM (and other related software)
Operational Knowledge
Knowledge of all COPC requirements
Understanding of client’s business areas at all levels
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