Call Center Manager (HRO)

GRADE: 12 

BAND: Line Managers 

DEPARTMENT: HRO

LINE OF BUSINESS: Raya Customer Experience 

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 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 an 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

LANGUAGE SKILLS: 

Arabic:  Proficient

English:  Proficient

PROFESSIONAL EXPERIENCE:  8 years

MANAGEMENT EXPERIENCE:  4 years

EDUCATIONAL BACKGROUND:  

- Bachelor Degree.

- MBA is an added plus

Location: Smart Village