Job Description :
Major Areas of ResponsibilityResponsible for the day-to-day monitoring of outsourced center delivery. Managing the outsourced call center to represent Etisalat (Business Customers) according to the identified standards. Make sure that the call center vendor is meeting the quantitative standards. Keeping the outsourced call center on-task and compliant with Etisalat’ s values.Duties & Responsibilities :1.Constantly monitor the performance of outsourced center to make sure that Etisalat standards (Business Customers) are met.2.Continually work with functional owners to identify and implement improvements.3.Coordinate with all the resources necessary to ensure KPIs attainment. Assess at a regular frequency how well the outsourced call center holds Etisalat’s (Business Customers) standards4.Coordinate with all internal resources to ensure achievement of metrics and timeframes of millstones/actions.5. Assist customer care production through monitoring, feedback, resource planning, staffing, and all other methods to achieve and/or exceed metrics6. Monitor functional unit /project activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, etc.7. Ensure compliance with all contractual requirements specifically with regards to regulations.8. Own the daily relationship/communication with Outsourcing vendor and owners for Etisalat (Business Customers).9. Manage change within the outsourcing operations including but not limited to product launch, outsourcing of new services, ramps…10. Lead the governance of the relationships and act as the owner of periodical business reviews.11. Develop accurate action plans for identified program and process improvement12. Identify and lead the execution of any change required in order to improve metrics and ensure that the outsourced call center is following the guidelines of Etisalat.13. Make sure that the outsourced center team is fully aware of all the services/products offered by Etisalat.14. Monitor the vendor capability to absorb the forested transactions volume ahead and entails their hiring plans.
Job Requirements :
Bachelor’s Degree in Marketing/Business Administration4-5 years’ experience preferably in contact experience in large telecomFluent in English written & spokenExpert at Microsoft OfficeCritical thinking and problem solving skillsExcellent time and project management skills.Keen attention to detail and adherence to deadlines