Call Center Manager

GRADE: 12

BAND: Line Managers

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Operations Director 

REPORTING LINE TITLES:

• DIRECT: Service Delivery Manager – Account Manager 
• INDIRECT: Team Leader – Account advisor 

KEY RESPONSIBILITIES 

• Defines and develops operating approaches to ensure call center standards and requirements are met. 
• Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the RCA approach
• Ensures that RCC end user privacy policy is properly and consistently implemented. 
• Provides Leadership to a large and diverse staff and ensures that everyone works towards a unified vision. 
• Ensures that department budget goals are met and maintained through: - Proper control of equipment and personnel costs - Maintaining existing account revenue levels 
• Maintains monthly operation reports reflecting all indication figures across all projects and presents to management. 
• Ensures that manpower succession plans are in place and implemented effectively 
• Meet call center financial objectives by estimating requirements in order to increase the GP based on a prior planned actions and managing the revenues and COGs; preparing an annual budget; scheduling expenditures; proper control of equipment and personnel costs; initiating corrective actions and avoiding the penalties. 
• Ensure the invoice generation; validating all terms; following up with the client on the cycle till receiving the confirmation on the invoice and the certification. 
• Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences. 
• Maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 
• 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
  

INTERPERSONAL SKILLS:

• Forward Thinking.
• Business Acumen.
• Internal & External Networking. 
• Team Empowerment & Development. 
• Customer Centricity.

TECHNICAL SKILLS:

• Analytical. 
• Financial.

PROFESSIONAL EXPERIENCE:  8 years.

MANAGEMENT EXPERIENCE:  4 years.