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Regional Contact Center Manager

2 months ago

Dubai, Dubai, United Arab Emirates MAJID AL FUTTAIM Full time

Job Summary

We are seeking a highly skilled and experienced Customer Care Operations Manager to join our team at MAJID AL FUTTAIM. As a key member of our customer service team, you will be responsible for ensuring that our customers receive exceptional service and support.

Key Responsibilities

  • Quality Assurance: Analyze workforcemanagement data on a regular basis to ensure adherence to groupquality standards and consistently meet customer expectations.
  • Relationship Management: Foster a strong relationship with our third-party outsourced partners to ensure seamless service delivery.
  • Service Calibration: Collaborate with internal and external customer care staff to calibrate service levels and ensure optimal customer experience.
  • Reporting and Feedback: Provide regular feedback and reports to Country head of customer care to inform decision-making and optimize resource allocation.
  • Team Support: Offer guidance and support to team leads in the supplier side to ensure agreed service level targets are consistently achieved in a cost-effective manner.
  • Cost Control: Assume a key role in controlling the Contact Center cost position by ensuring that First contact is always running at optimal levels of efficiency and in the most cost-effective way.
  • Customer Service Systems: Utilize CRM and E-commerce systems confidently and accurately add notes to orders and cases for all incoming and outgoing contacts.
  • Collaboration: Work closely with other internal departments to resolve issues affecting customer orders or returns and enable seamless shopping experience.

Requirements

  • Education: Bachelor's degree in business management.
  • Experience: 7 years of experience in managing Customer Care.
  • Technical Skills: Understanding of all communications tools such as Ziwom Zendesk, genesis etc.
  • Desirable Qualification: Past CX experience is a plus.