Job description
To Manage Customer Care demands and implementations for the Contact Center applications, and align it with the company business needs and the global IT strategy in order to achieve the best and cost effective solutions.
To provide sustainable service to various Etisalat departments and provide IT systems that help optimize business processes.
Key responsibilities
1. Managing & building Contact Center Demand and Implementation teams.
2. Develop & motivate team to ensure highly performing team and maintain the healthy working environment between the different teams.
3. Work on recruiting high caliber team members and ensure continuity plan for the team.
4. Select, communicate and negotiate effectively with the vendors to ensure a win-win situation and successful accomplishments of tasks considering cost optimization without impacting the quality of the vendors? deliverables.
5. Properly plan and manage the areas? budget (CapEx & OpEx) and ensure the alignment with Etisalat plans.
6. Plan & manage the execution for the needed expansions and new systems to serve Etisalat business requirements.
7. Build, maintain, and ensure scalability of systems that highly impact customers and revenue in different channels
8. Ensure & facilitate the development and maintenance of an efficient demand process to the different demand areas, in addition to; the alignment with the IT Products and Services processes.
9. Ensure & facilitate the development and maintenance of an efficient delivery process for the CRM Platforms area.
10. Align strategic projects and expansions with business strategies to serve Etisalat strategic objectives in the areas of the CRM Platforms Systems.
11. Align the area's functions with business strategies & products, and facilitate empowering the business with innovative solutions and technologies to help in achieving Etisalat strategic objectives.
12. Ensure all CRM Platforms area strategies are aligned with IT management & business departments and agree on the priorities and timelines.
13. Responsible for managing large scale projects with significant money values and complex deliverables.
14. Coach the team to communication with internal customers and work on any improvements needed.
15. Demonstrate the ROI value for the developed solutions and explain the need for new expansions in terms of cost and business value.
16. Manage the development RFPs for new major/strategic solutions and manage the vendor/suppliers to deliver the agreed solutions according to the requirements.
Qualifications
To Manage Customer Care demands and implementations for the Contact Center applications, and align it with the company business needs and the global IT strategy in order to achieve the best and cost effective solutions.
To provide sustainable service to various Etisalat departments and provide IT systems that help optimize business processes.
Key responsibilities
1. Managing & building Contact Center Demand and Implementation teams.
2. Develop & motivate team to ensure highly performing team and maintain the healthy working environment between the different teams.
3. Work on recruiting high caliber team members and ensure continuity plan for the team.
4. Select, communicate and negotiate effectively with the vendors to ensure a win-win situation and successful accomplishments of tasks considering cost optimization without impacting the quality of the vendors? deliverables.
5. Properly plan and manage the areas? budget (CapEx & OpEx) and ensure the alignment with Etisalat plans.
6. Plan & manage the execution for the needed expansions and new systems to serve Etisalat business requirements.
7. Build, maintain, and ensure scalability of systems that highly impact customers and revenue in different channels
8. Ensure & facilitate the development and maintenance of an efficient demand process to the different demand areas, in addition to; the alignment with the IT Products and Services processes.
9. Ensure & facilitate the development and maintenance of an efficient delivery process for the CRM Platforms area.
10. Align strategic projects and expansions with business strategies to serve Etisalat strategic objectives in the areas of the CRM Platforms Systems.
11. Align the area's functions with business strategies & products, and facilitate empowering the business with innovative solutions and technologies to help in achieving Etisalat strategic objectives.
12. Ensure all CRM Platforms area strategies are aligned with IT management & business departments and agree on the priorities and timelines.
13. Responsible for managing large scale projects with significant money values and complex deliverables.
14. Coach the team to communication with internal customers and work on any improvements needed.
15. Demonstrate the ROI value for the developed solutions and explain the need for new expansions in terms of cost and business value.
16. Manage the development RFPs for new major/strategic solutions and manage the vendor/suppliers to deliver the agreed solutions according to the requirements.
Qualifications
- University degree in Engineering, Computer Science or Information Technology, 8+ years of Experience.
- Extensive experience in delivering IT business solutions in the domain of customer management
- Excellent command of English language (Reading, Writing & Oral)
- Excellent Telecommunication knowledge
- Excellent interpersonal skills (Negotiation, communications, etc.)
- Masters Leadership, program management, project management scope/risk/time/communications/quality/project cost) management and software development cycle management
- Master budget & vendor management
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