Job Description

Key Accountabilities

Support outsources partners as an external customer, fulfil their needs, facilitate business requirements to enable better business performance. Support internal customers (DU OPS Management), prepare and providing accurate data required related to business partners. Analyze the current situation, coordinate with outsource partners identify and address OPEX challenges and opportunities. Based on these analyses, support them to develop long-term strategies for achieving business goals. Optimizing and streamlining existing network operations and business processes is the key to reducing OPEX and improving partners' satisfaction. Identifying and analyzing risks situations, taken specific measures that are adapted to business, with the participation of the management in operation and risk management. Coordinate with Real-time/Command partners centers, support achieving /securing target service level per LOB, forecasted calls and different skill set VS LOBs Manage/control routing tool on a way that targeted call routed are done according to cost/payment planned for each partner. Ensure the target level of accuracy to eliminate any unnecessary cost liability towards du. Apply work processes and methods in a seamless manner in order to achieve desired customer experience goals.

Qualifications:

Minimum Diploma degree in Business Administration.

Experience:

3-5 years of experience in similar field or in contact center operation role in telecom industry Good understanding of contact centers projects/areas

Skills

Demonstrates an intermediate level of technical skills at the depth and scope required for the position. Functional, working knowledge of technologies within area of specialty. Operates independently in the skill area. Strong understanding of contact center business & environment. Excellent command of Real-time systems, Cisco& Exony systems Excellent MS Office skills Able to analyze, present & report data. * Understanding of Command Centre principles/Real-time, especially Forecasted calls and different skill set VS LOBs