About Dubai Holding Asset Management:
Dubai Holding Asset Management (DHAM) owns and operates an extensive portfolio of 20 landmark retail destinations and 15 residential communities. The Group plays a focal role in shaping Dubai's position as a global leader in business, tourism and leisure, contributing to its position as one of the world's most coveted and sought-after livable destinations. From hot-spot retail destinations like Bluewater's, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village to popular attractions, including the Theatre of Digital Art, Madame Tussauds, Tr88house, Museum of Illusions, Dubai Holding Asset Management’s retail destinations captivate millions of visitors and tourists every year.
Meanwhile, the niche and vibrant community centers as Bay Avenue, Mudon Community Centre, and Serena Marketplace play a vast role in enhancing the overall quality of life in residential communities, making neighborhoods more vibrant and connected. In 2022, Dubai Holding Asset Management’s retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio. Dubai Asset Management maintains a substantial presence in Dubai with a leasing portfolio of 15 distinct residential communities, elevating the city’s global recognition as one of the most desirable and livable destinations worldwide.
About the job:
- The role holder is responsible for ensuring exceptional customer service and overseeing DHAM Contact Center operations, including achieving KPIs through the designated service partner and in-house operational team and align with customer and management expectations.
- Involves management of day-to-day contact center activities, ensuring high performance, operational efficiency, and exceptional customer service delivery.
- In addition to operational KPIs, the role emphasizes maintaining exceptional service quality and coordinating with internal and external stakeholders to ensure seamless customer service delivery.
- Acts as the point of contact for all departments related to Contact Center operations and provides regular business insights to support decision-making.
- This role involves leading team leaders and agents, analyzing performance data, and implementing strategies to enhance both team productivity and the overall customer experience
Job responsibilities:
In-house and Service Partner Operations Management
- Oversee and monitor in-house and service partner operations, ensuring daily, weekly, monthly, and ad-hoc tasks as required across channels including calls, emails, chat, social media etc.
- Ensure Contact Center KPIs are consistently achieved through effective management of the service partner and in-house team overseeing service delivery across all channels associated with operations.
- Manage day-to-day operations, ensuring adherence to handling customer requests, complaints, and escalations, while providing support to the team on the floor.
- Act as the single point of contact and first level of escalation between partner and internal DHAM departments for customer-related matters (product, process, IT, etc.).
- Ensure the Knowledge Base (KB) is regularly updated and reviewed monthly.
- Empower the team with relevant information to maximize First Contact Resolution (FCR) while ensuring remaining issues are assigned and resolved by the appropriate stakeholders.
- Monitor adherence to schedules, workflows, and company protocols.
Team Leadership and Support
- Serve as a point of escalation for complex customer issues, ensuring timely and effective resolution.
- Drive employee engagement and foster a positive and motivating work environment.
Quality of Service Delivery
- Conduct weekly meetings with the support team to maintain and enhance the quality of service delivery.
- Collaborate with quality and training teams to provide actionable inputs based on daily interaction monitoring.
- Monitor and track agent-wise quality scores and customer CSAT.
- Implement and oversee internal audit mechanisms, including:
- Weekly/monthly/yearly audits comparing system entries with Genesys records.
- Listening to customer calls to identify gaps and ensure corrective actions are in place.
- Monthly calibration sessions with the partner/ in-house support team to ensure alignment with KPI requirements.
- IVR DSAT analysis to identify and address areas for improvement.
- Enhance training delivery solutions through Salesforce/partner tools.
- Improve Contact Center operational metrics, such as AHT and hold time.
Reporting and Analysis
- Conduct monthly business reviews with inhouse and partner team as required.
- Ensure timely delivery of daily, weekly, and monthly reports & Own the creation and submission of DHAM's weekly, monthly, and yearly reports.
- Perform root cause analyses on performance trends and recommend corrective actions on a monthly basis.
New Initiatives and Enhancements
- Provide input to IT and other departments for process enhancements and gap analysis.
- Identify gaps and recommend best-fit approaches for improvement.
- Track IT issues related to DHAM lines of business.
- Implement new initiatives and workflow corrections.
- Validate and update chatbot inquiries.
- Coordinate with IT to address and resolve open points related to DHAM Contact Center requirements.
Training and Development
- Identify skill gaps within the team and coordinate with the training department to address them.
- Support in delivering on-the-job training and mentoring for agents.
- Foster a culture of continuous improvement and professional development.
Process Improvement
- Evaluate and optimize Contact Center workflows and processes to enhance efficiency and quality.
- Implement new tools, technologies, and procedures to streamline operations.
- Ensure compliance with company policies, procedures, and regulatory requirements.
Customer Experience Excellence
- Lead initiatives to improve the overall customer experience, ensuring alignment with the organization’s service standards.
- Gather and analyze customer feedback to identify opportunities for service improvements.
Manpower Support
- Monitor and support agent performance, driving continuous improvement for both the service partner and in-house team.
- Conduct competitive benchmarking and comparisons.
- Support reward and recognition programs for the partner team.
- Provide additional manpower-related support as needed.
Job Qualification:
- High School Diploma or bachelor’s degree in any discipline.
- 7-8 plus years in customer service within min 5 years in the contact centre industry with experience of managing a team of 30 plus team members. Experience in handling cross channel interactions is a plus. Experience in partner handling is a plus
- Strong interpersonal skills, with the ability to collaborate effectively with diverse personalities and individuals.
- Customer-focused with a "customer-first" mindset in all decisions and actions.
- Proficient in documentation, active listening, and phone communication skills
- Exceptional problem-solving abilities, proactively addressing work-related challenges and finding effective solutions
- Outstanding customer orientation, consistently prioritizing customer needs while adhering to company policies
- Excellent verbal and written communication skills, capable of conveying information clearly and effectively
- Skilled in conflict resolution, adept at handling antagonistic situations with professionalism and composure
- Demonstrates a strong sense of urgency in meeting deadlines and addressing critical issues
- Exhibits honesty and integrity, maintaining credibility and trustworthiness in the workplace
- Self-motivated and autonomous, able to work independently with minimal supervision
- Detail-oriented and capable of managing multiple tasks simultaneously
- Committed to fostering a positive team spirit, maintaining motivation, and creating a friendly environment for both customers and colleagues
- Willingness to go above and beyond standard timelines to address critical situations and meet business demands.
