Main accountabilities: Responds to the question ‘what’ by listing the principal responsibilities. Specific and concise presented by areas of responsibility. Should be used to set up objectives.

• Operations Management
• Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
• Conduct awareness sessions for call center agents
• Meet contract service key performance measures
• Maintain a close working relation with Technology department to ensure systems stability and smooth operation
• Identify improvement opportunities within workflow, productivity and procedures
• Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions
• Manage the relation with WFM for an optimum utilization of resources

• People Management
• Role model for team
• Set key performance indicators for the team
• Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogue)
• Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role
• Set and supervise development plans for teams & individuals
• Improve team productivity period over period
• Set team & individual targets
• Manage team attrition to acceptable levels
• Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with HR.
• Maintain team technical proficiency and productivity, and provide technical training where required.
• Set SMART goals and targets for the planning teams and ensure its alignment and integrity with strategic directions of the departments
• Identify required resources and skill sets/competencies required to successfully carry out unit plans
• Balance and monitor the work load distribution to match with the business needs and team capabilities
• Promote cross training and knowledge share between the team members and Prepare professional development action plan for  team members
• Provide formal and informal performance feedback on an ongoing basis

• Customer management & Support
• Maintain and enhance the company’s standards of customer service.
• Use all available measures to push continuous improvement to high customer satisfaction level.
• Map operation processes to customer satisfaction indicators
• Ensure operation is compliant with regulatory requirements, check periodically for updates

Core Competencies: Work-related behaviors required to achieve the job

Responds to the question ‘ How’ to achieve the job. Should be used in performance assessment, development planning and recruitment.

E.g.: Communication skills, negotiation skills defined and detailed according to the specificities of the job.

Communication

• Conveys information clearly and effectively both written and verbal
• Listens actively and effectively
• Provides feedback to staff, managers and colleagues

Interpersonal skills and Teamwork

• Works well with others
• Motivates and reinforces teamwork
• Solicits the input and involvement of others
• Develops rapport and trust

Professional and Technical Excellence

• Has a sound knowledge of the client product
• Strives for continuous personal development and improvement
• Portrays a professional image to the client and to the team

Staff Management and Development

• Coaches and develops staff
• Monitors staff product and technical knowledge
• Provides quality, on going feedback and required training
• Gains trust and respect from staff

Working to Objectives, Planning and Organizing

• Focusing on key objectives
• Proactive self starter
• Sets and works to own standards and team standards
• Prioritizing own work load and managing staff effectively

Client Focus

• Maintains an in depth knowledge of the client’s product
• Ensures the attainment of client Service Level Agreements