Sykes

Cairo - EGYPT

Account Management: Develops and maintains partnerships with clients to increase business and client satisfaction Functions as link between company and client Schedules, coordinates and facilitates client communication Sustains and grows business partnerships with client by offering proactive solutions Identifies problems, analyses trends and implements corrective and preventive actions Implements business operation and service solutions utilizing the continuous improvement process Maintains updated client contracts by documenting changes in scope and conducting period reviews Prepares, implements, maintains and reviews existing client projects Achieves and exceeds client service level agreements Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary Team Management: Accountable for the performance of supervisors by coaching, creating and maintaining development plans, setting objectives, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making Accountable for the identification of training needs of the team, for fulfilling those and ensuring a development plan is in place for a successor Accountable for liasing with any remote sites and ensuring that they deliver an effective, consistent, high quality service. Communicates company policies Completes, maintains and processes pertinent paperwork and records Accountable for the recruitment of staff Financial: Responsible for the accurate tracking of costs related to or billable to the client Responsible for ensuring that all related prices, costs etc are kept up to date Participates in creating budgets and forecasts Measures and tracks financial performance against forecast and budget Responsible for the accurate and timely invoicing of clients

Employment Type
Full time
Job Role / Function
Operations/Expansion
Career Level
Manager
  • 66
  • 583
Sykes

· Manage the performance of the team, developing and coaching team members when they are carrying out their normal duties · Manage the performance of the TEAM by recognising and rewarding the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience · Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary · Conduct regular 1:1 daily checkpoints and weekly PEPs. · Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans · Manage the workloads of the team, motivating them to ensure that all KPI’s are met · Communicate effectively with the team ensuring that all messages and information are being communicated consistently · Be an integral part of the team, as well as visible to the team so that you can support, coach and develop them · Ensure a high standard of code and leadership by being a role model and setting an example for others to follow · Manage client relationships where applicable · Management of day to day activities in the call center with your piers and OMD team · Ensure that contracted service levels for the support are consistently delivered across all lines of business

Employment Type
Full time
Job Role / Function
Operations/Expansion
Career Level
Manager
  • 32
  • 490
Sykes

· Manage the performance of the team, developing and coaching team members when they are carrying out their normal duties · Manage the performance of the TEAM by recognising and rewarding the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience · Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary · Conduct regular 1:1 daily checkpoints and weekly PEPs. · Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans · Manage the workloads of the team, motivating them to ensure that all KPI’s are met · Communicate effectively with the team ensuring that all messages and information are being communicated consistently · Be an integral part of the team, as well as visible to the team so that you can support, coach and develop them · Ensure a high standard of code and leadership by being a role model and setting an example for others to follow · Manage client relationships where applicable · Management of day to day activities in the call center with your piers and OMD team · Ensure that contracted service levels for the support are consistently delivered across all lines of business

Employment Type
Full time
Job Role / Function
Operations/Expansion
Career Level
Manager
  • 2
  • 215
Sykes

The development and implementation of external and internal communications strategies, identifying areas requiring focus, in line with the goals and objectives of the organisation, in partnership with senior staff members Work across the Operations & Support teams to identify communication opportunities and maximise internal/external people engagement Social Media content management Relevant business posts on several social media Drafting articles Producing news/information etc. Research, collate and analyse data from a variety of internal and external sources to enable senior management to make informed communications/marketing strategy decisions which reflect best practice and are progressive, legally compliant and take into account national, regional and local developments. Assist as required the planning and co-ordination of departmental and/or site events and attend where required to provide support and ensure they are effective. Plan and coordinate the use of resources to ensure the delivery of projects and strategies to achieve the best outcomes within available resources and time constraints, prioritising tasks for others where required. May be required to oversee the activities of team members, possibly from other departments, for departmental and/or cross-cutting communication projects and strategies. Other admin duties as required to support stakeholders such as Communications Exec and HR/Recruitment Team Cooperation with regional communications peers, the global communications team and the local management to manage initiatives such as branding requirements, the design of key advertising messages and related marketing materials and other employee related programs.

Employment Type
Full time
Job Role / Function
Management
Career Level
Entry Level
  • 39
  • 397
Sykes

· Design, develop and deliver blended training interventions across Cairo Site, by effectively using a variety of traditional and technological methods/media, in line with Business needs · Undertake appropriate training and development needs analysis as required · Support recruitment activities by running language skill evaluations for both external and internal candidates · Assess and provide appropriate feedback on oral and written tests · Develop German language development programmes based on the needs of the organisation and in line with the CEFRL (Common European Framework) standard · Amend and revise language development programmes as necessary, in order to adapt to changes occurring in the work environment · Produce language training materials for in-house courses, including audio and visual resources; · Prepare classroom and coursework materials, homework assignments, and handouts. · Maintain accurate reports of the trainees’ attendance and scores · Ensure that language development training requirements are met, as agreed with SLA Coordinator and in line with dynamic day-to-day Business needs.

Employment Type
Full time
Job Role / Function
Education/Training
Career Level
Mid Career / Senior
  • 2
  • 208
Sykes

provide post sales customer and technical support on a wide range of electronic and operating system devices . Respond to all customers enquires within given timescales, efficiently and effectively. Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server and security Research, resolve, and respond to questions received in accordance with set policies and procedures Provide accurate and thorough solutions to user problems Communication of problem status to the end user Research and supply information in order to propose solutions for customers Recognise when a problem or query should be transferred to another department or a more senior member of staff Deal with all letters, email, fax correspondence as required/requested Maintain and update customer and internal information Enter and retrieve information into local logging system Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth To contribute to the development of the team

Employment Type
Full time
Job Role / Function
Technical
Career Level
Mid Career / Senior
  • 33
  • 350
Sykes

provide post sales customer and technical support on a wide range of electronic and operating system devices . Respond to all customers enquires within given timescales, efficiently and effectively. Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server and security Research, resolve, and respond to questions received in accordance with set policies and procedures Provide accurate and thorough solutions to user problems Communication of problem status to the end user Research and supply information in order to propose solutions for customers Recognise when a problem or query should be transferred to another department or a more senior member of staff Deal with all letters, email, fax correspondence as required/requested Maintain and update customer and internal information Enter and retrieve information into local logging system Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth To contribute to the development of the team

Employment Type
Full time
Job Role / Function
Technical
Career Level
Mid Career / Senior
  • 6
  • 264
Sykes

To provide post sales customer and technical support on a wide range of electronic and operating system devices . Respond to all customers enquires within given timescales, efficiently and effectively. Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server and security Research, resolve, and respond to questions received in accordance with set policies and procedures Provide accurate and thorough solutions to user problems Communication of problem status to the end user Research and supply information in order to propose solutions for customers Recognise when a problem or query should be transferred to another department or a more senior member of staff Deal with all letters, email, fax correspondence as required/requested Maintain and update customer and internal information Enter and retrieve information into local logging system Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth To contribute to the development of the team

Employment Type
Full time
Job Role / Function
Technical
Career Level
Mid Career / Senior
  • 3
  • 243
Sykes

provide post sales customer and technical support on a wide range of electronic and operating system devices . Respond to all customers enquires within given timescales, efficiently and effectively. Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server and security Research, resolve, and respond to questions received in accordance with set policies and procedures Provide accurate and thorough solutions to user problems Communication of problem status to the end user Research and supply information in order to propose solutions for customers Recognise when a problem or query should be transferred to another department or a more senior member of staff Deal with all letters, email, fax correspondence as required/requested Maintain and update customer and internal information Enter and retrieve information into local logging system Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth To contribute to the development of the team

Employment Type
Full time
Job Role / Function
Technical
Career Level
Mid Career / Senior
  • 2
  • 247
Sykes

provide post sales customer and technical support on a wide range of electronic and operating system devices . Respond to all customers enquires within given timescales, efficiently and effectively. Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server and security Research, resolve, and respond to questions received in accordance with set policies and procedures Provide accurate and thorough solutions to user problems Communication of problem status to the end user Research and supply information in order to propose solutions for customers Recognise when a problem or query should be transferred to another department or a more senior member of staff Deal with all letters, email, fax correspondence as required/requested Maintain and update customer and internal information Enter and retrieve information into local logging system Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth To contribute to the development of the team

Employment Type
Full time
Job Role / Function
Technical
Career Level
Mid Career / Senior
  • 4
  • 250
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