Vacancy details

SYKES Egypt is growing quickly and looking for more leaders to join us, we’re looking for a Program Manager to join our team. If you’re able to thrive in a fast-paced, cooperative working environment and diverse culture then you’re the one to join SYKES’ Family.

The ideal candidate is self-motivated, resourceful, and works effectively in a team-oriented environment. We need a passionate, creative leader who is inspired by our company culture and ready to work extraordinarily hard to support our expanding team.

There's lots of exciting things happening here!

1. PURPOSE OF JOB

As a Program Manager you will be responsible for delivering customer service capabilities to clients by driving the unit to an excellent level for clients customers. You will working on raising the quality level of handling customer inquiries/problems to systematically measure and address its root causes to drive improvement in customer experience.

2. Main accountabilities:

A.    Operations Management

·         Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.

·         Maintain a close working relation with Technology Department to ensure systems stability and smooth operations

·         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 (Work Force Management) for an optimum utilization of resources

·         Analyze data to inform operational decisions or activities

·         Analyze financial records to improve efficiency

·         Direct organizational operations, projects, or services

B.    People Management

• Set SMART goals and targets for the planning teams, ensure its alignment and integrity with strategic directions of the departments
• Set and supervise development plans for teams & individuals
• Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogue)
• Manage team attrition to acceptable levels
• Communicate company, department & unit objectives to  ensure proper understanding of the end-end role
• Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources
• Maintain team technical proficiency and productivity, and provide technical training when required
• 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
• Provide formal and informal performance feedback on an ongoing basis

C.    Customer Management & Support

• Use all available measures to push continuous improvement to high customer satisfaction levels
• Map operation processes to customer satisfaction indicators
• Ensure operation is compliant with regulatory requirements, check periodically for updates

3. Core Competencies:

A.    Communication

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

B.    Interpersonal skills and Teamwork

• Motivates and reinforces teamwork
• Develops rapport and trust

C.    Professional and Technical Excellence

• Has a sound knowledge of the client product
• Portrays a professional image to the client and to the team

D.    Staff Management and Development

• Provides quality, ongoing feedback and required training
• Gains trust and respect from staff

E.    Working to Objectives, Planning and Organizing

• Focusing on key objectives
• Prioritizing own work load and managing staff effectively

F.    Client Focus

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