Overview of the role:
Drive the effectiveness and efficiency of the Outsourced Contact Center Service Partner by defining customer success objectives, strategy, and tactics, and by leading a team that reinforces the implementation of standard processes that scale to achieve the ultimate goal of Customer satisfaction and best Customer Experience.
What you will do:-
Description of Accountability:
Processes: Monitor Outsourced Contact Center Service Partner performance to ensure SLAs are met (Voice, Non-Voice, Email)
Report& Analysis: Provide insights to the brand as a result of careful analysis of data and reports
People Management Responsibilities: Lead, enable and manage CS Ops Associates by providing coaching/ feedback, materials and data that will help CS Ops Associates work more effectively.
Planning and Budgeting responsibilities – Support in Budget exercise alongside finance and consciously adhere and control the approved budget
Risk Management: Detect early signals of risks address them, and provide path to escalation
Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:
• Relay customer feedback to the Product team and Business stakeholders
• Align with the Support team on resolution of major cases and report bugs to technical team
• Provide feedback to Business on the readiness of solutions that improves customer’s experience
• Help the Technical team overcome any delays in system implementation by participating in UATs as and when required
Required Skills to be successful:-
What equips you for the role:
Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates. Structured into six divisions; automotive, retail, electronics, engineering and technology, real estate, financial services and general services, Al-Futtaim operates through more than 60 companies and maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. Employing in excess of 20,000 people across the UAE, Bahrain, Kuwait, Qatar, Oman, Egypt, Syria, Pakistan, Singapore and Europe, this approach benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work. The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.
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