Associate Director - B2B (Contact Center) (m\f\d)

Key Responsibilities: 

• Strategic Leadership and Planning: 

• Develop and execute long-term strategic plans to enhance B2B sales support functions, aligning with Concentrix Egypt’s overall business objectives. 

• Analyze market trends, competitive landscape, and internal data to forecast and address future business needs and opportunities. 

• Operational Excellence: 

• Oversee the optimization of B2B sales support processes, implementing best practices to improve efficiency, effectiveness, and scalability. 

• Direct the development and refinement of operational policies and procedures to ensure they meet organizational goals and industry standards. 

• Cross-Functional Collaboration: 

• Collaborate with senior leadership and other key stakeholders to ensure cohesive strategies across departments and alignment with overall business goals. 

• Facilitate communication and coordination between B2B sales support and other departments, including marketing, product development, and customer service. 

• Resource and Budget Management: 

• Manage departmental budgets, ensuring optimal allocation of resources to achieve strategic objectives and maintain cost-effectiveness. 

• Lead resource planning and management efforts, including staffing, training, and development to build a high-performing sales support team. 

• Performance Measurement and Improvement: 

• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of sales support activities and drive continuous improvement. 

• Implement data-driven approaches to evaluate departmental performance and identify areas for enhancement. 

• Issue Resolution and Risk Management: 

• Address and resolve high-impact and complex issues affecting B2B sales support operations and broader organizational functions. 

• Develop and implement risk management strategies to mitigate potential disruptions and ensure business continuity. 

• Innovation and Growth: 

• Champion innovation within the B2B sales support function, driving initiatives that leverage new technologies and methodologies to enhance sales effectiveness. 

• Identify opportunities for business growth and expansion, leveraging insights and data to propose and implement new strategies. 

• Leadership and Development: 

• Mentor and develop senior staff and management within the sales support function, fostering a culture of leadership, accountability, and high performance. 

• Drive talent acquisition, retention, and development strategies to build a skilled and motivated team capable of meeting and exceeding objectives. 

• Compliance and Governance: 

• Ensure all sales support activities comply with relevant regulations, industry standards, and organizational policies. 

• Oversee audits and assessments to maintain high standards of governance and operational integrity. 

• External Relations: 

• Represent Concentrix Egypt in industry forums, conferences, and client meetings to enhance the company’s reputation and build strategic partnerships. 

• Develop and maintain relationships with key clients and stakeholders to support business development and client satisfaction. 

Candidate Criteria: 

• Proven experience in a senior management role, ideally within a B2B sales support environment. 

• Strong interpersonal skills with a track record of successful leadership and team management. 

• Ability to analyze complex data and trends to inform strategic decisions. 

• Demonstrated expertise in resource management and policy development. 

• Experience in managing multiple departments or sections with a focus on achieving results. 

• Excellent problem-solving skills and the ability to address critical issues effectively. 

• Proficiency in aligning departmental activities with broader organizational goals.