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Job Description
Roles & Responsibilities
Job Purpose
Lead the enhancement of operational processes within the Contact Center and develop internal and external communication mechanisms to support growth and quality objectives. Identify performance improvement opportunities and implement continuous improvement methodologies to achieve operational efficiency and strengthen the center’s reputation.
Job Responsibilities
Lead process improvement initiatives using quality improvement methodologies (e.g., Lean and Six Sigma).
Design and update operational policies and procedures to enhance efficiency and reduce costs.
Develop, document, and periodically update work policies and procedures to ensure smooth operations at minimal cost.
Oversee programs aimed at strengthening communication with both internal and external customers.
Organize unified communication campaigns to support offerings and enhance the company’s image.
Develop and analyze operational and strategic performance reports, submitting insights to senior management to support decision-making.
Identify weaknesses in operational processes and establish effective corrective action plans.
Design employee's engagement plan to ensure highest employees' satisfaction, loyalty and morale.
Lead Customer care Business Development unit through designing, initiating, governing and proper implementation for Customer Care projects that is fully aligned with strategic objectives supported with relevant impact.
Job Qualifications
Bachelor's degree in a relevant field.
7-10 Years of experience in Process Management, Communication & Business Development in Customer Care with at least 2 years in management layer.
Certification in COPC and/or Six Sigma is an advantage.
Proven track record of leading process optimization initiatives and driving business growth strategies.
Experience developing and executing communication strategies.
Ability to identify and pursue new market opportunities.
Experience with corporate communications, stakeholder engagement, and change management messaging.
Strong Leadership and team collaboration skills.
Desired Candidate Profile
Company Industry
- Consumer Durables
- Consumer Electronics
Department / Functional Area
- Corporate Planning
- Consulting
- Strategy
- M&A
Keywords
- Business Transformation & Comm.Manager
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Elaraby Group
Since its establishment in 1964, ELARABY has grown from a joint stock family enterprise to one of the largest industrial and commercial corporations in Egypt, the Middle East and Africa. ELARABY operates through 16 commercial, industrial, medical, and service companies, in four different governorates with 35 industrial facilities, and 2 hospitals. In 2020, ELARABY s workforce exceeded 40,000 employees. ELARABY s brand portfolio consists of 17 global brands with 43 product categories and more than 2800 variations. With regards to the domestic and international markets, ELARABY s figures continue to grow by exporting to over 60 countries across the globe. In the domestic market, one of ELARABY s strongest assets is the vast distribution network, which consists of more than 3,000 sales partners and 38 branded stores; backed by more than 550 after-sales service centers. In a society consisting of more than 100 Million Egyptians who trusted ELARABY over the years, ELARABY gives back to the community through implementing and adopting various developmental projects, in education, healthcare, environmental well-being, and social solidarity./p>
https://careers.elarabygroup.com/job/Abbasya-Business-Transformation-&-Comm_Manager-Cair/1252718701/