Senior Executive Manager - Mega Accounts & VIP Customer Care (TPA)
Job Description
Execute Service Strategy:
Participate in setting and executing the organization's service strategy from a general service and customer service perspective Develop objectives for call center’s day to day activities Analyze call center statistics by identifying customer trends and behaviors to understand specific customer needs and wants Define customer service standards, KPIs and benchmark with best practice in different service industries and implement related technologies Develop and implement customer service strategies, policies and procedures to manage the agreed customer service levels and drive achievement of high service standards Establish and maintain cross organizational relationships to align with company customer service goals and ensure excellent service delivery for customers
Customer Care Management:
Manage forecasted activities including predictions of calls, case load and customer traffic to international best practice standards Identify the investment required for new technology and automation to drive improvement initiatives for cost reduction and efficiencies Manage the customer service budget to ensure costs are controlled and resources maximized Plan and distribute customer service accountabilities to the team to ensure work is allocated fairly
Project Management:
Manage the projects and initiatives by support the company product design and launch efforts to ensure products are serviceable within the overall service strategy Develop customer service projects/ KAIZEN related to regulators complaints unit to drive transformation and continuous service improvements Identify processes for automation to increase efficiency
Skills
A customer service background in operations management, hospital management, supply chain and procurement. Strong business acumen Project management skills Multi-cultural with interpersonal and communication skills Planning, execution and organizational capabilities Strong service focused mindset in combination with commercial skills
Job Location Jeddah , Saudi Arabia Job Role Customer Service and Call Center Years of Experience Min: 7 Max: 12 Residence Location Jeddah , Saudi Arabia
