Jobs in Egypt - Program Manager at Sykes

Program Manager at Sykes

Location: Maadi

Job Description:

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 center 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 HR.
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 operation processes to customer satisfaction indicators
Ensure operation is compliant with regulatory requirements, check periodically for updates

To Apply:
https://jobs.emea.sykes.com/VacancyInformation.aspx?VId=40090

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