- Management – Leading the Cairo Operations Department and Contact Centre, managing the day-to-day operations and meeting all KPIs and other performance objectives
- Process adherence - Ensuring compliance with policies and procedures, and always delivering excellence in customer service, including the Implementation and management of projects.
- Sales targets - Meet all targets for Consultant bookings and other services at Battersea Clinical Centre.
- Resourcing – planning optimum staffing levels and managing the recruitment and approving training scope and materials for the department. Manage leave and ensure sufficient cover in all teams at all times.
- Motivation - Design and implementation of motivation and incentive initiatives, including salary levels and bonuses to maximise staff retention. Manage disciplinary and grievance processes and penalties.
- IT / Telecoms – Identify telecom requirements and align business requirements and processes with IT solutions. Liaise with internal IT suppliers in ensuring issues are resolved as soon as possible.
- Change Management - Identify inefficiencies and implement process improvements to optimise performance and ensure scalability.
- Preparation of regular reports for the senior management team.
- Management of allocated budget and resources.
- Overseeing and reporting on complaints; ensuring the complaints process is being adhered to in accordance with the complaints policy.
- Monitoring service key performance indicators.
- Manage budgets, financial reports, and other operational performance metrics
- Collaborate with other departments and stakeholders to ensure smooth and coordinated operations
- Ensure compliance with regulatory and legal requirements
- Analyze data and trends to identify opportunities for improvement in operations and patient care
- Develop and implement quality improvement initiatives
- Assisting in growing the business of LIPS Egypt, promoting year-on-year growth.
- Other duties within the job role as reasonably identified by the senior management team.
University Degree in a related field10-15 Years of experience in Customer Service ManagementMinimum 5 to 8 years of experience at a Managerial Level.Fluent English is A MUST. (British Accent is preferred).Excellent Client facing & Internal Communication SkillsWorkforce forecasting & Capacity PlanningAbility to build consensus and relationships among managers, partners, and employees.Outstanding organizational & Leadership skills.Excellent Computer skills, Advanced MS excel is required.