Urgently required for Etisal International Company
Job Title: Business Consulting Manager
Reporting to: Chief Executive Officer / General Manager
Responsibilities:
... Business Process Analysis and Design:
• Develop ‘’AS IS ‘’ business process maps for Contact Centre operations based on COPC requirements and best practice.
• Develop ‘’AS IS ‘’business process maps for Contact Centre supporting functions
• Conduct business analysis of current performance.
• Provide best practice expertise and Contact Centre Benchmark according to COPC standards to identify performance gaps and improvement opportunities.
• Develop the needed “To Be” process maps for operations and Supporting functions based on COPC standards.
• Develop implementation plans to apply the new processes and procedures.
• Design the needed processes and procedures for business operations to ensure compliance to ISO international quality standards.
Audit:
• Monitor and audit the performance to ensure complying with the new processes and procedures.
• Performing internal audits for the COPC certification for the operational accounts and supporting functions.
• Performing internal audits for ISO standards.
• Ensure business processes are deployed and operated as approved by owners and the processes managers.
• Implement process improvement projects to ensure better business operations.
• Prepare improvement action plans as needed and follow on the implementation.
• Measuring the progress and the impact of the actions taken.
• Analyzing the progress and take actions for improvement.
• Issuing the needed reports and analysis of the audit’s results to the management and insure the audit’s action plans are implemented.
• Set the action plans of the external audit’s outcome.
• Follow up on implementing the action plans.
Qualification:
University graduate
4 to 7 years experience working with a Quality Management Program
Strong knowledge of call center industry is (a must)
Good achievement record
Excellent English (Must) / French is (a plus)
Clear understanding of the foreign culture is (a plus)
Full understanding of CRM concepts (Must)
Exceptional verbal and written communication skills (Must)
Exceptional negotiation skills.
Presentable.
Emotional intelligence.
Presentation skills; showing, illustrating, explaining…etc.
Ability to clearly communicate and resolve business and personnel issues.
Ability to handle situations in a diplomatic manner.
Resolve sensitive problems while maintaining trust and diplomacy.
Strong knowledge of PC software (MS-Office, Internet, Excel)
Qualified & interested candidates kindly send your CV's to sally.abdelaziz@etisal-int.com & kindly mention the job title in the subject.
Job Title: Business Consulting Manager
Reporting to: Chief Executive Officer / General Manager
Responsibilities:
... Business Process Analysis and Design:
• Develop ‘’AS IS ‘’ business process maps for Contact Centre operations based on COPC requirements and best practice.
• Develop ‘’AS IS ‘’business process maps for Contact Centre supporting functions
• Conduct business analysis of current performance.
• Provide best practice expertise and Contact Centre Benchmark according to COPC standards to identify performance gaps and improvement opportunities.
• Develop the needed “To Be” process maps for operations and Supporting functions based on COPC standards.
• Develop implementation plans to apply the new processes and procedures.
• Design the needed processes and procedures for business operations to ensure compliance to ISO international quality standards.
Audit:
• Monitor and audit the performance to ensure complying with the new processes and procedures.
• Performing internal audits for the COPC certification for the operational accounts and supporting functions.
• Performing internal audits for ISO standards.
• Ensure business processes are deployed and operated as approved by owners and the processes managers.
• Implement process improvement projects to ensure better business operations.
• Prepare improvement action plans as needed and follow on the implementation.
• Measuring the progress and the impact of the actions taken.
• Analyzing the progress and take actions for improvement.
• Issuing the needed reports and analysis of the audit’s results to the management and insure the audit’s action plans are implemented.
• Set the action plans of the external audit’s outcome.
• Follow up on implementing the action plans.
Qualification:
University graduate
4 to 7 years experience working with a Quality Management Program
Strong knowledge of call center industry is (a must)
Good achievement record
Excellent English (Must) / French is (a plus)
Clear understanding of the foreign culture is (a plus)
Full understanding of CRM concepts (Must)
Exceptional verbal and written communication skills (Must)
Exceptional negotiation skills.
Presentable.
Emotional intelligence.
Presentation skills; showing, illustrating, explaining…etc.
Ability to clearly communicate and resolve business and personnel issues.
Ability to handle situations in a diplomatic manner.
Resolve sensitive problems while maintaining trust and diplomacy.
Strong knowledge of PC software (MS-Office, Internet, Excel)
Qualified & interested candidates kindly send your CV's to sally.abdelaziz@etisal-int.com & kindly mention the job title in the subject.
