Essential Duties and Responsibilities:
1) Overall responsibility for achievement of KPIs and SLAs
2) Customer Communication
Manage high level operational issues
Escalation level for clients on regional & tactical level
Full responsibility for managing and improving Hub
High level customer communication
Pro-active communication to customer planning, control, execution of clearly defined work processes
Provide proactively recommendations for best practice
Present actionable solutions for responsible hubs
Ensurance of customer satisfaction
3) Overall project management
Identify trends and business needs and translate them into process improvements
Determine business strategy and define project objectives
Creation and development of business plans and continuous enforcement
4) Human Resources
Responsible for the team leadership
All operational resources within Hub report to Hub Manager
Fully responsible for human resource planning, creating utilization plans and ensuring the maximum utilization of the operating staff
Coach & develop operations manager and team leads based on existing development plans
Responsible for recruiting and ensuring that all requested resources are staffed
Final decision maker for hiring and releasing decisions within the hub
Generalist - ability to handle all aspects of Human Resources
5) Finance & Administration
Monitoring of SOWs and POs on non strategic level
Interacts with involved parties in regards to accounting, bookkeeping and payrolling
Analyses the cost structure of the hub on an ongoing basis and continuously strives to achieve the best price / quality ratio for the hub
Ensures overall profitability of the hub
6) Quality Assurance
Ensures that customer objectives are achieved
Determines and takes the needed measures in order to enable the team to meet customer objectives
7) Business Process & Systems
Reviews the reporting and system structure in regard to the achievement of a smooth and efficient working environment
Optimizes and defines business procedures
8) Business Development
Promotes the activities of the hub locally and acquires new local clients
Develops existing clients further to increase their current business with the hub
Job Details
| Date Posted: | 2016-07-22 |
| Job Location: | Cairo, Egypt |
| Job Role: | Management |
| Company Industry: | Telemarketing |
Preferred Candidate
| Career Level: | Management |
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