Manager Customer Care

7 months ago

مصر, Egypt Webhelp Full time

**Customer Service/Support**

**Location**
- Cairo, Egypt***

Job Title:
Manager Customer Care (Operations Manager)

**Job Description**:
The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
** Job Type Description Manager: Involves management responsibility for a team of people or a specific location(s) within the business. Teams may include contractors and all categories of employees: Operational, Clerical, Mechanical/Electrical, Supervisory, Secretarial, Professional, Advisory and Deputy Management. Management responsibilities include disciplinary action up to and including dismissal. Job Responsibilities Customer Support; Quality Assurance & Support; Workforce Management; Oversight of All Representatives; Coaching; Calibration & Monitoring; Customer Visit Support; All Front & Back-line Customer Care Processes; All Dedicated Customer Care; Recruitment; Disciplinary Action; Performance Review Other Duties May be required to perform other duties as assigned Geographic Remit Up to country level Vendor Responsibility Manages/ Supervises Work of Vendors Forward Planning Responsibility Plans and organizes own work on mid-term basis (up to quarterly) Process Responsibility Implements existing and new processes and procedures Internal Contacts Regular interaction with First Line Management Regular interaction with Senior Management Occasional interaction with Directors Limited interaction with Officers (VP and above) External Contacts Regular interaction with external customers Occasional interaction with works' councils, unions and official employee groups Relevant Experience A moderate level (3-5 years) Skills Interpersonal Skills; Written & Verbal Communication Skills; Planning & Organizing Skills; Presentation Skills; Leadership Skills Job Requirements Secondary education (e.g. high school diploma)**:
**Essential Functions/Core Responsibilities**:

- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
- Create and maximize relationships with client partners
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
- Attend business reviews with the client
- Handle a team of team leaders
- Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
- Call center experience preferred
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
- Work well under pressure and follow through on items to completion while maintaining professional demeanor
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
- Demonstrated ability to mentor, coach and provide direction to a team of employees
- Willingness to work a flexible schedule

**Career Framework Role**:

- Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedule

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