Head of Contact Centers and Service Delivery

5 months ago

مصر, Egypt General Motors Full time

**Job Description**:
There’s never been a more exciting time to work at General Motors.

General Motors’ vision is to create a world with Zero Crashes, Zero Emissions and Zero Congestion, and we have committed ourselves to leading the way toward this future. Today, we are in the midst of a transportation revolution, and we have the ambition, the talent and the technology to realize the safer, better and more sustainable world we want. As an open, inclusive company, we’re also creating an environment where everyone feels welcomed and valued for who they are.

This leadership position within the **OnStar and Digital Services & Experiences **team of Africa & Middle East, entails overseeing the operations of both the OnStar Middle East and Traditional (Care) contact centres. The responsibilities include managing local policies, procedures, and the operational structure, ensuring alignment with the GM culture across the site.

Additionally, the role involves analysing the centre’s operations and efficiency, implementing staffing and HR practices with support from our suppliers and stakeholders, and providing direction in hiring, development, and performance management for our supplier’s call centre management staff.

This role will manage a local team of approximately 6 direct reports and 100 Supplier staff, while also collaborating with the wider global OnStar team including the Service Delivery team and the Connected Operations team.
- This role will report directly to the Managing Director of DSX in AMEO. The person in the role will located in 6th October City, Egypt as an OnStar Egypt LLC local employee. _

**Position Tasks and Responsibilities**:

- **_Safety and Quality Assurance: _**_Oversees workplace and customer safety, internal quality, and ensures PCI compliance. Conducts continuous audits to ensure safety and compliance. _
- **_Customer Experience Management: _**_Focuses on delivering world-class customer service, analyzing customer interactions, and ensuring positive experiences through scorecard metrics. _
- **_Operational Analysis and Improvement _**_: Analyzes operational practices, recommends improvements, and drives innovation based on observations. Establishes and implements performance standards aligned with corporate objectives. _
- **_Familiarity with Tools and Technologies: _**_Understanding of call center tools including; Workforce management tools such as IEX, CMS, Knowledge Management, Case Management tools, Chat Tools, Global Connect, In-Moment, NICE, Call Quality Management. _
- **_Employee Engagement and Development _**_: Drives employee engagement through participation in site activities, community events, and recognition programs. Administers succession planning exercises and oversees employee satisfaction initiatives. _
- **_Program Execution and Communication: _**_Directs the execution, standardization, communication, and monitoring of corporate programs. Clarifies and communicates key performance and quality measures for teams. _
- **_Resource Planning and Management _**_: Conducts effective resource planning to maximize productivity. Manages budgeting, tracks expenses, and evaluates performance metrics. _
- **_Leadership and Mentorship _**_: Provides strong leadership, mentors team members, and guides them to maximize net reservation revenue. Develops and administers the department budget. _
- **_Quality Assurance and Performance Management: _**_Develops and maintains effective internal and external Quality Assurance (QA) programs. Manages metrics, ensures customer satisfaction, and reports statistical performance levels related to the call center. _
- **_Directing the execution, standardization, communication, and monitoring of corporate programs: _**_This involves overseeing the implementation of various initiatives or projects within the company, ensuring they are carried out efficiently, consistently, and in line with corporate standards. It also involves communicating these programs effectively across the organization and monitoring their progress to ensure they meet their objectives. _
- **_Serving as "On Call" lead (24x7 accessibility via phone): _**_This means being available around the clock to provide leadership or support in case of emergencies, critical situations, or urgent issues that may arise within the company. It often entails being reachable via phone at all times to address any concerns or provide guidance as needed. _
- **_Continuous audit to ensure site is PCI compliant and building/facilities are safe and a workplace of choice _**_: This involves conducting regular audits or assessments to ensure compliance with PCI (Payment Card Industry) standards, which are crucial for organizations handling credit card transactions. Additionally, it involves ensuring that the physical building and facilities meet safety standards and provide a conducive environment for employees, making it a desirable workplace. _
- **_Client Relationship Management _**_: M

  • Head of Contact Center

    5 months ago

    مصر, Egypt Tabby Full time

    **About us**: - Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 4,500,000 active users choose Tabby to stay in control of their spending and make the most out of their money. Over 15,000 global brands and small businesses, including H&M, Adidas, IKEA, SHEIN, noon, and Bloomingdale's use...

  • Contact Center Agent- Financial Services

    5 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    Contact Center Agent POSITION SNAPSHOT Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model - Provide timely resolution of Financial Services queries (Vendor/Supplier questions) based on both telephonic and non-telephonic contacts and execute the support model of the NBS Contact Center - Ensure the accuracy and timeliness...

  • Contact Center Agent

    5 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Agent** **POSITION SNAPSHOT** Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model *** - Provide timely resolution of all queries (Human Resources & Financial Services - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the NBS Contact Center -...

  • Contact Center Leader

    5 months ago

    مصر, Egypt Aramex Full time

    **Purpose of the Job**: To manage contact center team to ensure they are fully capable to achieve ultimate customer satisfaction. **Responsibilities**: - Act as a first line of contact for Contact Center Executives’ issues or and/or concerns related to customers’ process and escalations. - Handle high level complaints and/or VIP customers’ requests...

  • Head of Order to Cash- Service Delivery

    5 months ago

    مصر, Egypt Antal International Full time

    We're hiring for "The First Manufacturing Shared Services Center" in Egypt that pertains to one of the big International companies! We're looking for an **Head of O2C** to handle the following: **Key Responsibilities**: - Accomplish Invoice to Cash service delivery objectives by planning and managing teams’ activities as required. - Supervise and guide...

  • Contact Center Agent

    5 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Agent (French Speaker)** **POSITION SNAPSHOT** Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model *** - Provide timely resolution of all queries (Human Resources & Financial Services - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the NBS...

  • Contact Center Agent

    5 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Agent (Turkish Speaker)** **POSITION SNAPSHOT** Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model *** - Provide timely resolution of all queries (Human Resources & Financial Services - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the...

  • Spanish Contact Center Team Leader

    5 months ago

    مصر, Egypt Future Group Full time

    **Exciting Opportunity: Spanish Contact Center Team Leader**: Join the forefront of customer support and communication as part of **Future Group**, a globally recognized leader in **Translation & Localization** Services. Established in 1994, we've been carving a niche in the industry, offering tailor-made solutions across North & Latin America, Asia, Europe,...

  • Head of Hbeg Contact Centers

    6 months ago

    مصر, Egypt HSBC Full time

    -Job description Role Purpose: The role holder will be responsible for managing the relationship with HBEG offshore GSC Call Centre ensuring the site maintain the service standards and operational integrity for the business by acting as WPB channel owner, setting local contact center Sales, Customer experience strategies, Retention, CDD Voice and RFI Voice...

  • Contact Center Analyst

    5 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Analyst - H2R** **POSITION SNAPSHOT** Location: Cairo, Egypt Company: Nestlé Business Services Full-time Bachelor’s degree, preferably with experience in Data Analytics *** **A DAY IN THE LIFE ** Execute accurately and timely daily operational activities below: - Extract OR reports and operational analysis reports and identify areas...

  • Head of Service Delivery Mgmt

    6 months ago

    مصر, Egypt Orange Business Full time

    **About the role**: **Job Purpose**: Head of Service Delivery Management team is responsible to: Direct and manage all activities needed for the delivery of effective customer service. He is also responsible to implement and maintain effective methods for improving customer satisfaction, in alignment with other departments/ stakeholders across the...

  • Contact Center Expert

    5 months ago

    مصر, Egypt Orange Full time

    Engineering team resemble one of the highest technical authority inside ESC. - Handling Contact Center design and represent the reference technical point of both the Build/RUN teams. - Help Presales/Sales Channel to tailor and validate the design, help the operational team in their support. - Enable service creation / new offers : Tenant Management O365,...

  • Service Delivery Manager

    5 months ago

    مصر, Egypt Future Group Full time

    Join one of the leading **Translation & Localization** Companies in the world! **Future Group** Company is leading the localization market since 1994 with global subsidiaries serving North & Latin America, Asia, Europe, and MEA. We're currently expanding our team globally, join our global team in our new journey now! We are hiring Service Delivery Manager...

  • Contact Center Instructional Designer

    5 months ago

    مصر, Egypt General Motors Full time

    **Job Description**: As the **Contact Center Instructional Designer & Trainer **your role is to design and conduct learning events that will enhance the contact center performance and boost the overall customer and associate experience, while meeting Stream’s business objectives and core values. The **Contact Center Instructional Designer & Trainer...

  • HR Contact Centre Agent- French Speaker

    5 months ago

    مصر, Egypt Nestle Operational Services Worldwide SA Full time

    **Contact Center Agent** **POSITION SNAPSHOT** Location: Nestlé Business Services Cairo Company: Nestlé Egypt Full-time/ Hybrid Model *** - Provide timely resolution of all queries (H2R & S2P - Vendor Services related) based on both telephonic and non-telephonic contacts and execute the support model of the NBS Contact Center - Ensure the accuracy and...

  • Cisco Contact Center Senior Engineer

    5 months ago

    مصر, Egypt ExpertFlow Full time

    Expertflow is looking for a senior engineer in Cisco contact center solution deployment with solid troubleshooting skills in the Cairo, Egypt region. The core responsibility is to act as a customer representative and work with the team to provide quality support and project implementation. **Responsibilities**: - Work as a senior engineer to implement...

  • Uk Contact Center Agent Gsc's

    5 months ago

    مصر, Egypt HSBC Full time

    -Job description **Some careers have more impact than others.** If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is,...

  • Office Manager

    5 months ago

    مصر, Egypt Tabby Full time

    **About us**: - Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 4,500,000 active users choose Tabby to stay in control of their spending and make the most out of their money. Over 15,000 global brands and small businesses, including H&M, Adidas, IKEA, SHEIN, noon, and Bloomingdale's use...

  • English Contact Center Representative

    5 months ago

    مصر, Egypt Teleperformance Full time

    Teleperformance Egypt is expanding and looking for Fluent English Speakers to join our Team as English Contact Center Representative. If you are a graduate, fluent English speaker, and flexible with rotational shifts, we encourage you to apply! **Benefits**: - Net Salary up to 12.5k including KPI's - Overnight Allowance - Fully Paid Training - Medical &...

  • Head of Nse voiseg

    5 months ago

    مصر, Egypt Vodafone Full time

    **Role purpose**: Within Vodafone Networks and the Networks Strategy and Engineering (NSE) Function, NSE_VOIS is our shared services function. NSE_VOIS also provides services outside of NSE, e.g. Network Development, Vodacom & partner markets. We currently have service centers in Romania, Spain, India and Egypt and expect this resource to grow in the short...