Jobs in Egypt - Program Manager at Sykes
Program Manager at Sykes
Location: Maadi
Job Description:
A. Operations Management
· Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
· Maintain a close working relation with Technology Department to ensure systems stability and smooth operations
· 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 (Work Force Management) for an optimum utilization of resources
· Analyze data to inform operational decisions or activities
· Analyze financial records to improve efficiency
· Direct organizational operations, projects, or services
B. People Management
- Set SMART goals and targets for the planning teams, ensure its alignment and integrity with strategic directions of the departments
- Set and supervise development plans for teams & individuals
- Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogue)
- Manage team attrition to acceptable levels
- Communicate company, department & unit objectives to ensure proper understanding of the end-end role
- 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 when required
- 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
- Provide formal and informal performance feedback on an ongoing basis
C. Customer Management & Support
- Use all available measures to push continuous improvement to high customer satisfaction levels
- Map operation processes to customer satisfaction indicators
- Ensure operation is compliant with regulatory requirements, check periodically for updates
Job Requirements:
A. Communication
- Conveys information clearly and effectively both written and verbal
- Listens actively and effectively
- Provides feedback to staff, managers and colleagues
B. Interpersonal skills and Teamwork
- Motivates and reinforces teamwork
- Develops rapport and trust
C. Professional and Technical Excellence
- Has a sound knowledge of the client product
- Portrays a professional image to the client and to the team
D. Staff Management and Development
- Provides quality, ongoing feedback and required training
- Gains trust and respect from staff
E. Working to Objectives, Planning and Organizing
- Focusing on key objectives
- Prioritizing own work load and managing staff effectively
F. Client Focus
- Maintains an in depth knowledge of the client’s product
- Ensures the attainment of client Service Level Agreements
To Apply:
https://jobs.emea.sykes.com/VacancyInformation.aspx?VId=40689
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