Site Director

4 days ago

مصر, Egypt NCRi Inc. Full time

NCRi Inc. is an innovative and agile BPO service provider and AR Management that supports organizations across industries, with commitment to our clients, their customers and our employees through integrity and trust. We transform the entire customer experience, by empowering and developing our team, enabling technology to drive innovation, and continually improving our systems and processes.

We are looking for an experienced, leadership driven Site Director.

**JOB SUMMARY;**

**RESPONSIBILITIES**:
_(include but not limited too)_**
- Oversee the daily operations of the contact centre
- Meets financial targets by estimating performance requirements and participating in annual budgets
- Defining and driving the core operations of the business (metrics, and rhythm of business) to optimize revenue
- Develop and maintain client relations in a client facing role
- Cultivate an environment of continuous learning, employee development and innovation
- Collaborate with the call center management team to define new and innovative processes to better enable our operations to provide quality services to our customers
- Drive process improvement and resource optimization analyzes to meet future demands;
- Maintain and implement incentive programs, bonus programs and recognition activities;
- Establish, monitor and maintain current and future operational policies and procedures, performance indicators and control processes;
- Identify and develop processes to optimize efficiency, productivity and workflow while ensuring compliance with internal and external controls;
- Provide strategic reports and make recommendations to the executive team.
- Participate in client QBR’s
- Thrive as a team player in a fast paced, high energy, flexible environment.

**QUALIFICATIONS**:

- 5+ years of managerial experience
- 5+ years of managerial experience in a BPO environment in a client facing role
- Bilingual French/English
- Excellent time management and organization skills with the ability to multi-task and prioritize various departmental responsibilities
- Advanced analytical and problem-solving skills and attention to detail
- Superior communication and customer service skills and the confidence and interpersonal skills to work effectively with all levels of personnel
- Strong negotiation and facilitation skills and the ability to exercise sound judgment
- Knowledge of the Microsoft Office suite, including Excel, PowerPoint, and Word

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