Vacancy details

This vacancy is now closed

Vacancy title
Program Manager
Ref
53608
Function
Operations
Location
Egypt | Cairo
Required language
English
Contract type
Permanent
Employment type
Full time
Closing date
20/04/2020
 
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Description

 

 

 

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 of for client’s customers. You’ll be working closely 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.                   KEY RESPONSIBILITIES

 

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 centre 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 Human Resources

·     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 operations processes to customer satisfaction indicators

·         Ensure operations is compliant with regulatory requirements, check periodically for updates

 

3.                   CORE COMPENTENCIES: 

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, ongoing 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

 

4.       EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

Skills Required:

·          Graduate

·          Fluency in the English Language , second language is a plus

·          Advanced Knowledge in (Microsoft Office applications- Word, Excel, PowerPoint, MS Project)

·          Minimum KPIs of 80% for the last 3 months of average score (November, December & January)

·          PDM score not less than 3.0 is a must

·          Absence is ≤3% for the last 3 months (November, December & January)

·          No active disciplinary warnings

·          3 years’ experience in the call center industry

·          A proven 1 year people management experience

·          Previous project management experience is preferred

·          Experience of negotiation and international relations

5.            SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

6.            ETHICS COMPLIANCE

SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies.  Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to SYKES policies on ethics and integrity

 

 

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