CRM 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.

**Acquisition & Deployment**
- Coordinate and facilitate consultation with stakeholders to define business and systems requirements for new technology implementations.

**Operational Management**
- Ensure continuous delivery of CIM services through oversight of service level agreements with end users and monitoring of CIM systems performance.
- Ensure CIM system operation adheres to applicable laws and regulations.
- Establish lines of control for current and proposed information systems.
- Promote and execute strategic relationships between internal CIM support resources and external entities.
- Supervise recruitment, development, retention, and organization of CIM operations staff in accordance with IT budgetary objectives and personnel policies.

**Key Performance Indicators**:

- Manage delivery of key metrics as defined through the resources and high impact projects/services for continuous improvements.
- Accuracy of Transactions Handled
- Measurement is Errors and Reversals
- Manage Operations and deliver within budgets
- Adhere to the company strategy & objectives.
- Building team calibers with at least 2 successors who can lead the team in future.

**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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