Job Title:

Site Leader For Alexandria Site (Call Center)

Job Description

The Site Director I is responsible for delivering high standards of service to customers by making the most effective and efficient use of call center
staff and technology resources. This position uses a range of measurements to monitor, analyze and plan improvements to call center
performance of a call center with a population of up to 1,100 staff members. To meet these responsibilities, the manager must be a
combination of expert service provider, coach, trainer, mentor, motivator, and manager.Functions/Core ResponsibilitiesCollaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish opencommunications systems that ensure information is mutually shared to achieve optimal resultsDevelop and retain team of managers, providing coaching and development opportunities that continuously build and expand both theindividual and the team capabilities and bench strengthDrive continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition and costsProvide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demandDrive recruitment, selection, and retention of highly qualified internal and external candidatesManage department resources and provide leadership to ensure that production and quality work meets company goalsParticipate with cross-functional departments in strategic decisions designed to meet quality and service goalsIdentify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions

Candidate ProfileBachelor's degree in related field from a four-year college or university with more than twelve years of relevant experience (with four to six years of Progressive Mgmt Experience) preferredExperience managing a large call center preferredMastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associatesProven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impactDemonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level managementUnderstanding of financial policies and budgetary requirements, including forecastingDemonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuityDemonstrated ability to lead and mentor team on developing lasting customer relationshipsExtensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practicesCareer Framework Role

Provides leadership and direction through Senior Managers and/or Managers. Participates with leadership to develop strategic plans and objectives. Makes final decisions on administrative and operation matters and ensures effective achievement of objectives. Adapts and executes functional or departmental business plans and contributes to the development of functional or departmental strategies. Decisions are guided by functional strategies and priorities. Has overall responsibility for developing and administering budgets and performance standards for functional area or department.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

 

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

EGY Alexandria - 5th Floor, Matajer Tower 2, 51 - 61 Fawzi Moaz Street, Smouha, Sidi Gaber

Language Requirements:

Time Type:

Full time2024-12-15

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