Our Job Offers

- Leading, training and managing team leaders of the account and handling any issues that may arise. 

- Achieving account objectives and goals while motivating account staff.  

- Communicates client needs and demands to team leaders 

- Forecasts and tracks account performance metrics 

- Ensure the timely and successful delivery of service according to client needs and objectives  

- Set team leaders and account advisors monthly objectives 

- Applies operational, qualitative and business analysis of account performance 

- Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 

- Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives  

- Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month 

- Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 

- Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets  

- Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment. 

- Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 

- Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks. 

- Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions. 

- Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark. 

- Ensure the non-disclosure agreement is completely running with no fail.

GRADE: 9

BAND:  Senior Professionals & Professionals

DEPARTMENT:  Information Technology

REPORTING TO:  Manager

KEY RESPONSIBILITIES:

 Implement the functional and nonfunctional requirements for the automation, integration and digital transformation business requirements. 

 Implement on wide scale new digital technologies, Omni Channels, Social Media customer server platforms, analytics and robotics, self-services and IVR technologies. 

 Assure the quality of deliverables before submission to the production environment by executing the provided UAT plans. 

 Assists with troubleshooting and offer support to internal representatives. 

 Participate in building required Technical Documentation, Users Manuals, and Training Materials for any new/existing implementations. 

 Deliver on time all the assigned development and integration tasks as per the business plans. 

 Deliver a high quality code snippets with minimal defects based on the agreed naming conventions and code quality standard. 

 Provide ongoing maintenance, support and enhancements in existing systems and platforms.

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

TECHNICAL SKILLS:  Communication Skills – Critical thinking Skills – Analytical Skills – Coding Skills  

Grade: 6

Department / Sub Department: Operational Training

Line of Business: Contact Center

Reporting To: Operational Senior Executive

Job Purpose:

Designs and delivers training courses in for employees working in the Call Center Operations aiming at leveraging their skills and improving their performance.

Key Responsibilities:

• Carrying out training needs analysis to identify the level of people's knowledge
•  Designs course materials and other documents such as handouts, manuals and exercises
•  Organizes courses to meet the needs of learners and demands of business
• Evaluates the effectiveness of the training and course outcomes
• Liaises with external course providers to be updated with latest Training techniques & program
• Abides to COPC approaches and requirements
• Leverage function performance to meet training metrics targets.
• Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects
• Evaluates agents' responsiveness to training and development.
• Logs in for minimum of 3 hours per quarter in his/her respective projects.
• Ensures training evaluation form is used by Trainees.
• Acts as a Reference for calibration sessions.
• Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to calibration process.
• Login specific hours.
• Performs other related duties

Required skills, expertise & Knowledge:

Functional Level:

• High Sense of quality and precision in fulfilling duties and tasks
• Striving to improve quality of Training through operational performance
• Excellent knowledge of all company applications

Business Level:

• Ability to understand specific Client requirement in relation to projects training needs
• Commitment to ensure client and end user satisfaction through communicated results

Interpersonal Level:

• Effective Communication Skills
• Have a proper level of emotional intelligence
• Excellent Presentation skills
• Problem Solving:
• Analytical Skills
• Ability to spot problems
• Use analysis for better understanding
• Ability to map out issue in a logical and consistent manner

Educational Background:

Bachelor Degree

Previous training in:

- Train the Trainer

- Advanced Customer Service

- Advanced Interaction Skills

Professional Experience:

0-2 years of Work Experience (Preferably in the Call Center industry)

Language Skills:

Arabic – English – Another language (added plus)

KEY RESPONSIBILITIES:

* Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback.

  Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software.

  Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices. 

 Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only. 

 Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business. 

 Assist users with wireless and remote access. 

 Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope. 

 Assist in selecting and deploying new technology to support organizational goals and objectives. 

 Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out. 

 Handle operating system installation and ensure the system is configured based the client requirement. 

 Support business needed applications and escalate issues to the second line resolver group if not fixed. 

 Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans.