Job Description
In order to meet the demographic, economic and environmental challenges of emerging countries and those suffering water stresses, Veolia Water, world leader in water services, has developed a specific company: Veolia Water AMI (Africa, Middle East, Indian subcontinent).
First operator of drinking water, sanitation, and electricity services in some 10 countries, Veolia Water AMI provides its partners with technical and managerial know-how, international expertise and tailored solutions which fully meet client needs.
The Riyadh City Management Contract is a management contract whose purpose is to Help the National Water Company implement the public to public private partnership transition over 6 years. The total population served is over 4.5 million. Veolia Water Saudi is currently managing the Water treatment, water network, waste water network and the Customer Service including a Call Centre which receives around 3 500 calls per day.
The Call Centre Manager will:
- Run the day to day activities of the Call Centre within the Customer Service.
- Implement the guidelines of the customer policy
- Optimise the organisations and/or resources
- Develop proactive behavior and motivate his employees
- Develop the skills of his staff
- Set individual and collective performance objectives
- Organize meetings
- Write activity reports
- Participate in definition of recruitment requirements
- Contribute to improve debt recovery
The key missions will be:
- Develop operating procedures
- Define standards performance
- Analyse and manage the flow of calls
- Monitor the Call Center Charter’s implementation
- Develop action plan to meet KPI’s
Specific Risk Areas
Manage and implement the necessary means for crisis resolution
Education and Experience
- 15+ years experience within water utilities
- 10+ years of Call Centre management experience
- Level: Master degree
- International experience
- Fluent in English and if possible in Arabic
Addition to core competencies
- Strong leadership and communication skills
- Team player
- Skills transfer and training
- Adaptability to a different culture