Mission
To manage and report service delivery, delivering assigned projects and maximizing customer service’s sales opportunities in order to increase revenue opportunities and flow. 
To manage team and ensure quality of provided services and support via customer service’s contact channels, including calls, Online, Digital, Chat, etc. and their alignment with company strategy and standards.
Role Complexity
To participate in implementation of assigned business operational plans/initiatives related to process updating, managing assigned projects, close cooperation with quality assurance team, etc.
To manage proper follow-ups with a large team especially supervisors in line with assigned projects.
To manage and achieve defined targets based on different assigned projects.
Task Complexity
To lead team for service delivery through:
Monitor and maintain Service Level, Answer rate / AHT / Customer Satisfaction Index (CSI) /Contact Rate. 
Follow up resolution of escalated queries based on standard in parallel with back office team.
Manage outbound operation in different campaign and projects.
Manage optimization of sub-divisional resources allocation and processes to support business and division objectives.
Participate actively in expanding digital channel to support and increasing number of Sales over digital channel to help company for increasing the market share and CSI rate.
Effectively facilitate and manage resources to implement company telesales and upselling targets in coordination with Sales & Distribution and Marketing Functions. 
Manage team assignments and staff based on projects schedule and plans considering service delivery and regular team activities.
Prepare periodic reports to top management, as necessary or requested.
Have cooperation between Planning and Operation teams to make sure enough alignment in designing and implementing projects.
Have cooperation between Quality Assurance and Back office team in running different projects. 
To help increasing the efficiency and quality of customer services through:
Help to manage implementing quality targets in both soft skills and knowledge.
Proper reporting and escalation to higher level managers in case of facing issues in initial phases of each projects. 
Find improvement areas in processes and suggest them to management to be implemented.
Manage, monitor and measure team performance.
Manage workforce shift in cooperation with work force planning team to cover peak time with highest efficiency.
Manage and generate different routine and adhoc reports for the management on performance of contact points.
Education
B.Sc. in Commerce (Marketing / Industrial Engineering) or related
Experience
Minimum of 5 years’ experience in an area of specialisation; with experience in supervising/managing others.
Experience working in a medium to large organization.
Having experience on Project Management area
Knowledge
Business process optimization
Coaching skills
Presentation Skills
Design Thinking 
Project Management and Planning, PMBOK
Presentation and Reporting tools
Complaint Management & Problem Solving
GSM and Cellular Technology
Voice of Customers
Telecommunication Business Savvy
Billing systems
Contact center dynamics and tactical approaches
Customer service background and associated ability to triage customer issues, respond thoughtfully and keep cool in potential crisis situations
Various approaches to customer service
Engaged management
Influencing, Leadership, Power
Sound judgment
Business Analysis
People management
Performance management
Change Management