Job description
The CRM & contact Center Solutions Manager shall take the lead
within Etisalat to analyze, implement, deliver, and maintain, upgrade
software solutions that meet customer care team, outsourcing needs, and
off-shoring business
Key responsibilities
1. Plan the activities of, and lead the team toward achieving the objectives to fulfill the corporate goals.
2. Ensures solutions meet corporate objectives, fulfill end-user requirements, identify and resolve business req. issues.
3. Initiate the required RFIs, RFPs negotiate contracts and liaise
with software solutions supplier for required business solutions and
prompt rectification of any problems or emergencies.
4. Plan annual budget OPEX and CAPEX required, maintain corporate objectives, optimizing spending.
5. Manage the evaluation, installation, configuration, and
deployment of applications, systems software, and associated products
throughout the enterprise.
6. Collaborate with analysts, developers, and system owners in developing new programs, applications.
7. Ensure that any new software integration into company systems
meets functional requirements, system compliance, and interface
specifications.
8. Conduct research on new and emerging tech. or that can be leveraged through existing investments.
9. Team Management. Direct supervisory responsibility for the
analysts/experts. Define individual objectives for staff supervised,
documents and conduct performance assessments, assesses individual
training needs, manage career development and recognize employee
performance. Provides leadership, mentoring, coaching and ongoing
feedback to direct reports and staff. Provides challenging assignments,
opportunities for development. Maximize team utilization and ensure work
load balance.
10. Develop strong relationship with all stakeholders: Business units, vendors, IT teams, and external org.
11. Select, communicate, negotiate effectively with vendors to
ensure a win-win situation, successful accomplishments of tasks, cost
optimization without impacting the quality of vendors? deliverables.
12. Working with business and technical teams to evaluate and select technical solutions.
13. Manage highly complex, large scale and strategic projects.
14. Align the area's functions with Business Strategies &
Products, and facilitate empowering the business with innovative
solutions & technologies to help in achieving Etisalat strategic
objectives
15. Coach team managers to manage resources efficiently, develop
them, communicate with internal customers & work on any improvements
needed.
16. Demonstrate ROI of solutions & explain the need for new expansions in terms of cost, business value.
17. Work on recruiting high caliber staff and ensure continuity plan for the team.
Qualifications
- University Degree in Engineering, Computer Science or Information Technology (8+ years Experience)
- Extensive experience in delivering IT business solutions in the domain of customer management
- Excellent Telecommunication knowledge
- Strong experience in project management and software development cycle management
- Strong experience in business analysis and system analysis
- Excellent vendor management
- Excellent interpersonal skills (Negotiation, communications, etc...)
- Experience with large size projects implementation
- Excellent command of English language (Reading, Writing & Oral)
- Excellent Software development, engineering background
- Good knowledge of GSM Architecture, Business Support Systems
- Good Knowledge of current trends in information technology, computer hardware, software capabilities
To Apply
