Our Job Offers

Chatting Agent

Backoffice

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

REPORTING TO:  Account Manager

REPORTING LINE TITLES:  Account advisor  

KEY RESPONSIBILITIES:

 Supervises/manages activities and performance of the Account Advisors 

 Handles Account Advisors needed for on-job training and coaching 

 Monitors transactions to ensure that QA standards are met 

 Ensures the Advisor’s KPIs are met (daily/weekly/monthly) 

 Manages difficult calls by acting as first line of escalation 

 Coordinates, as needed, with all supporting function to eliminate any problems affecting the operations 

 Adheres to all schedules (Advisors / operations / Monitoring) 

 Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 

 Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 

 Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 

 Logs and acts on client’s requests 

 Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes 

 Ensures that end-user privacy policies are properly implemented 

 Ensures that Team members adhere to RCC policies 

 Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 

 Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 

 Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 

 Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

INTERPERSONAL SKILLS:   Ownership - Functional Skills - Ideas presentation and taking initiative - Continuous Learning - Customer Centricity.

TECHNICAL SKILLS:  Team Management – Decision-Making – Analytical

*Responsibilities:*

1. Support the annual budgeting and quarterly forecasting processes, including gathering input from various departments, consolidating financial data, and preparing budget and forecast models.

2. Perform financial analysis and provide insights into key business drivers, trends, and variances, highlighting areas of opportunity or concern to senior management.

3. Develop and maintain financial models to assess the impact of strategic initiatives, business decisions, and market trends on financial performance and profitability.

4. Prepare monthly, quarterly, and annual financial reports and presentations for internal stakeholders, including executive management, board of directors, and investors.

5. Collaborate with cross-functional teams to analyze and evaluate business performance, identify areas for improvement, and develop recommendations for optimizing financial results.

6. Assist in the preparation of business cases, investment proposals, and ad-hoc financial analyses to support strategic decision-making and capital allocation.

7. Monitor and track key performance indicators (KPIs) and financial metrics, providing insights and commentary on performance trends and deviations from targets.

8. Participate in financial planning and analysis projects, process improvements, and system enhancements to streamline workflows and enhance reporting capabilities.

9. Stay informed about industry trends, economic indicators, and regulatory changes that may impact the organization's financial performance and planning processes.

10. Support the finance team in ad-hoc analysis, special projects, and initiatives as needed.

*Requirements:*

1. Bachelor's degree in Finance, Accounting, Economics, or a related field. 

2. Proven experience working in financial planning and analysis roles, with a strong track record of financial modeling, analysis, and reporting.

3. Proficiency in financial modeling techniques and advanced Excel skills, with experience using financial planning software or enterprise performance management (EPM) systems.

4. Strong analytical and problem-solving skills, with the ability to interpret financial data, identify trends, and draw actionable insights to drive decision-making.

5. Excellent communication skills, with the ability to present complex financial information clearly and concisely to non-financial stakeholders.

6. Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.

7. Attention to detail and accuracy, with a commitment to producing high-quality work and delivering results.

8. Strong business acumen and understanding of corporate finance principles, financial statements, and valuation techniques.

9. Experience in the technology industry or a high-growth environment is preferred.

10. Proficiency in financial analysis tools and software (e.g., Tableau, Power BI) is a plus.