Regional Contact Center Manager

2 weeks ago


Dubai, Dubai, United Arab Emirates MAJID AL FUTTAIM Full time
Job Title: Customer Care Manager

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

Key Responsibilities:
  • Review and analyze workforce management data to ensure adherence to quality standards and identify areas for improvement.
  • Build and maintain strong relationships with our third-party outsourced partners to ensure seamless service delivery.
  • Collaborate with internal and external customer care staff to calibrate service levels and ensure consistent quality.
  • Provide regular feedback and reports to senior management to inform decision-making and optimize resource allocation.
  • Support team leads in the supplier side to ensure agreed service level targets are consistently achieved in a cost-effective manner.
  • Oversee the control of Contact Center cost position to ensure optimal efficiency and cost-effectiveness.
  • Utilize CRM and E-commerce systems to accurately manage customer interactions and resolve issues.
  • Work closely with internal departments to resolve customer issues and ensure a seamless shopping experience.
Requirements:
  • Bachelor's degree in Business Management or related field.
  • 7 years of experience in managing Customer Care teams.
  • Strong understanding of communications tools and systems.
  • Prior CX experience is highly valued.


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