June 01, 2008

Contact Center Manager (French Speaker)

Contact Center Manager
Reports to:
Contact Center Director
Department:
Contact Center
Division:
Contact Center
Grade:

Dimensions:
No. of reporting staff:
Depends on the size of the account managed
Budget:
N/A

Job purpose:
To develop, establish and manage the Contact Center to provide an efficient
and comprehensive service to a specific account according to client requirements
& contractual KPIs.

Key Result Areas
Performance Indicators
1. Develop and establish a Contact Center account organization
2. Responsible for solving operational issues, sales, and productivity
3. Establish strong long term relationship with the client and its
representatives, and communicate on operational achievements and issues on a
regular basis
4. Develop and specify account operational objectives (medium-term and
annual planning) according to the Customer Relationship Management strategy and
to the quality standards
5. Explore new ideas, technologies, and methodologies that could be applied
to the account to ensure the development of the account and the performance of
account staff
6. Plan manpower and select staff which is (will be) subordinated
7. Plan annual target and conduct directly subordinated staff appraisals in
accordance with the company guidelines
8. Coordinate training needs of the unit and implement it as needed
9. Analyze and evaluate operational results, take appropriate actions for
improvement
10.Develop project plan based on available resources, manage program
implementation, ensure customer requirements are met on time & maintain
effective client relations
11.Manage and is responsible for ensuring smooth operation of contact center
systems
12. Communicate operational issues, with the concerned interface via the
proper media to ensure the enhancement of the operation flow
13.Identify successors of account supervisors and team leader, and work on
their development
· Achieve and maintain SL% objectives
· Identify and develop AHT target plan consistent with operations new
processes upon client's request
· Establish, achieve and maintain quality objectives
· Achieve and maintain Customer Satisfaction level
· Communicate client with operational achievements.
· Communicate client with operational issues, highlights, incidents in
due date.
· Proper handling of escalations coming through subordinates
· Timely and accurate delivery of operational reports
· Identify the strengths and development needs of direct reports.
· Develop and sustain a work environment that motivates high
performance; recognizes and rewards individual and team excellence; and
encourages employee loyalty

Framework, Boundaries, Constraints, Decision Making Authority and
Responsibility:
Framework:
The primary role of the jobholder is to align account operational strategies
to the overall contact center strategies and client strategies.
Boundaries:
The jobholder internal contacts are all Xceed departments, and the external
contacts are Xceed Clients through the account manger or as specified.
Constraints:
The jobholder works within the boundaries of the account SLA and the
organization corporate strategies approved for the operation of the Contact
Center.
Decision Making:
The job holder is authorized to exercise decision making in the Contact
Center and HR issues in coordination with HRM within the unit.

Specifications (Qualifications, Knowledge, Skills & Experience):
· University degree in Business Management with a profound practical
technical background in Contact Center systems and Telco-/IT-solutions or
university degree in engineering with a profound practical background in
Business Management
· Successful track record with reference to:

achieving Customer Service excellence
increasing customer loyalty
developing and managing a large Contact Center team

· 2-3 years experience of business operation in a similar role would be
advantageous
· Languages: Fluent French, and English (oral/written)
· Assertive personality

Competencies
Core Competencies
Technical Competencies
Competency
Role
Competency
Level
· Strategic Thinking
3
· IT Skills and New Media
R
· Leading & Managing Change
3
· CC IT Systems (ACD, CRM …etc.)
R
· Leading & Managing People
3
· CC Know How
R
· Communication & Listening
4
· Call Processing
N/A
· Development & Continual Learning
3
· Campaign Management
R
· Professional Behavior & Attitude
3
· Product Knowledge
R
· Interpersonal Skills & Teamwork
3
· Work Force Management
S
· Analytical thinking & Decision making
3


· Planning & Organizing
3


· Customer Orientation
4


· Result Orientation
3


· Business Sense
3


· Quality Focus
4



Technical Competencies Level Definitions:
E
Entry
Demonstrates the basic technical skills at the depth and scope required for
the position. Performs work under guide ness. Development needed.
S
Specialist
Demonstrates and intermediate level of technical skills at the depth and
scope required for the position. Functional, working knowledge of technologies
within area of specialty. Operates independently in the skill area.
R
Role Model
Demonstrates an advanced level of technical skills in carrying out
responsibilities of position. Applies technology within and outside the body of
knowledge and specialty of this position. Analyzes very complex business
problems or designs innovative solutions.
X
Expert
An expert within the organization on a highly complex technical skill
critical to the operation. Serves as a key resource on technical problems or
solutions related to organizational strategy.


pls send ur cv to mail or registrtion on website :
cv@mbs.com.eg

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