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Regional Lead

3 months ago

Dubai, Dubai, United Arab Emirates First Point Group Ltd Full time
25038

Posted: 05/02/2024

  • Negotiable
  • United Arab Emirates, Dubai, United Arab Emirates Dubai
  • Permanent
  • Regional Lead
  • Monetisation CX, Scaled Ops, APAC & METAP
  • Dubai
  • Our talented team are based across the world with some in California, Singapore, Middle east and and London. In response to the growth we're experiencing in Middle east, it's an exciting time for us and we are expanding the team to help support our customers.

Responsibilities:

  • Regional leadership for APAC & METAP Scaled CX Operations team and double as the POC for inregion Sales Leadership
  • Manage and Inspire a global team of technical support specialists to provide Best in Class service to advertisers on the platform and exceed set operational service KPIs
  • Engage with third party service providers/vendor on need basis and scale service delivery with inhouse and third party staff manage all aspects of performance
  • Own the first layer of customer experience for ad products troubleshooting, including reengineering processes, innovating service models and driving exceptional customer satisfaction
  • Lead trend analysis from customer service data and aggregate to lead regional Business Reviews and product deep dives to improve efficiency and effectiveness
  • Lead strategic team expansion and tactical projects across day to day Operations Management, Workflow Management, WFM, Training & QA
  • Lead goal setting for global delivery teams leverage industry standard models, track across leading & lagging metrics such as SLA, CSAT, Ticket resolution time
  • Influence Sales stakeholders and engage with crossfunctional partners to evaluate and transform our customer support model, improving Speed & Quality
  • Innovate service models across existing support channels and aid in feature development of customer service tools portfolio
  • Drive efforts for outstanding team performance by motivating and mentoring direct and indirect reports

Qualifications:

  • BA/BS degree or equivalent practical experience
  • 8+yrs managing largescale global operations teams in Technical Customer Support
  • 3+ years of management experience in Customer Success or operations related position
  • 2+ Years of People Management experience
  • Preferred experience of working with Vendors & 3rd party service providers for Technical Customer Service delivery
  • Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems
  • Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential
  • Experience in Advertising/Digital industry is a plus
  • Data analysis knowledge using Tableau, Google Studio is a plus
  • COPC, PMP certifications are a plus
  • Arabic or Turkish is a plus