Contact Center Support Supervisor

2 weeks ago

مصر, Egypt Vodafone Full time

Role purpose:
To manage key KPI’s of both Contact Centres and Risk management for delivering results basis on defined outcomes and manage operational costs by leveraging efficiency.

Key accountabilities and decision ownership
Strategy & planning:

- Stakeholder Management-CS and sales teams for all the contact management Services.
- Manage cost of operations within defined budgets and functionalities for cost reduction.
- Manage automations and system enhancements for increased efficiency
- Developing operational strategies for all aspects of the CIM to ensure the most effective approach for the company and its products.
- Responsible for the successful implementation of all elements of CIM systems, including managing changes, recover outages and monitoring to bring services in on-time and on-budget.
- Core competencies, knowledge and experience:

- Prior Customer Interaction (CRM and Charging) experience essential at middle/senior management role.
- Overall knowledge about Hiring / Training / Quality methodologies / Work force management (Rostering and Scheduling & Forecasting ) / Handling Operations.
- Prior exposure to technical troubleshooting domain and good to have knowledge in different Customer Interaction technologies.
- Good analytical and presentation skills.
- Ability to work in rapidly changing business environment and evaluation of P&L of business services.
- Core competencies, knowledge and experience:

- Prior Customer Interaction (CRM and Charging) experience essential at middle/senior management role.
- Overall knowledge about Hiring / Training / Quality methodologies / Work force management (Rostering and Scheduling & Forecasting ) / Handling Operations.
- Prior exposure to technical troubleshooting domain and good to have knowledge in different Customer Interaction technologies.
- Good analytical and presentation skills.
- Ability to work in rapidly changing business environment and evaluation of P&L of business services.

Must have technical / professional qualifications:

- 3-5 years’ experience managing an IT operation.
- Good understanding of computer systems characteristics, features, and integration capabilities.
- Experience with systems/service design and development from business requirements analysis through to day-to-day management.
- Understanding of the organization’s goals and objectives.
- Knowledge of applicable laws and regulations as they relate to IT.
- Ability to set and manage priorities judiciously

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