EmiraTalent
We are hiring a Contact Center Manager on behalf of a business and industrial hub, who is looking to increase the quality of care to their clients to be based in Ras Al Khaimah, UAE.
JOB PURPOSE
Responsible for delivering outstanding customer service and support to the company’s clients across all inbound and outbound client contact channels in an operationally efficient and compliant manner. In addition, this role will be responsible for managing and executing contact campaigns to secure renewals (revenue), engage customers on news and updates, improve data quality and capture compliance related information.
This role is also responsible for evaluating and planning for the expansion of the contact center to manage contact across wider business areas (e.g. lead management, sale) and value-added services (e.g. managing calls on behalf of clients)
RESPONSIBILITIES
Team Management:
Responsibility for the performance and development of employees in the team:
Manage and direct annual and day-to-day activities of direct reports to ensure timely delivery of activities
Evaluate staff and contact center performance with key metrics
Provide ongoing career development, support and coaching for direct reports
Provide feedback to team, and identify need-based training requirements for direct report
Performance manage in-line with objective, targets and SLA
Reinforce positive behaviors among the team members in order to motivate them to perform and produce their full potential.
Set objectives and performance manage staff.
Communicate business expectations, rules and regulations to team members to ensure that their knowledge is up to date and they provide correct & accurate information to the clients.
Recruit, coach and develop personnel to maintain high customer service standards
Operations:
Define the service vision, standards and KPIs for the contact center
Set and deliver on the goals and objectives of the contact center, in line with the business strategy and priorities
Define the operating model of the contact center, structuring the team and shaping the process and governance to meet the objectives of the organization.
Developing objectives for the contact center’s day-to-day activities and manage the day to day execution and achievement of these.
Conducting effective forecasting and resource planning to maximize the productivity of resources across inbound and outbound customer contact for phone, email and chat, ensuring service levels are achieved, in an operationally effective manner, and delivering a high-quality customer experience.
Planning and managing quality assurance of service and tasks performance and identifying and delivering improvements.
Collecting and analyzing call-center statistics to drive improvement
Monitor and improve contact handling, procedures, templates and knowledge bases.
Drive an increase in self-service adoption through new or existing service channels by analyzing data and working with other departments to prioritize changes
Prepare reports for different departments and upper management
Drive forward the continued development of the team to be Multi Services Professionals
Manage the preparation and sending of client communication for promotions, service updates and notifications
Ensure consistent implementation of the Contact Service policy across the department.
Customer Satisfaction:
Ongoing capture of the voice of the customer and customer satisfaction, identifying route
cause and opportunities to meet set experience targets.
Proactively monitor levels of customer service quality, accuracy, and process consistency in the customer service function across all channels to maintain high levels of customer service.
Act as a point of escalation for internal & external customer’s critical issues, which come through the defined escalation process by liaising with relevant parties while ensuring early and effective resolution of those issues.
Develop scripts and drive training for the Contact Center team and ensure consistent application throughout the operations.
Generate weekly & monthly ad-hoc accurate reports for the Contact Center across all communication channels in order to regularly report the results and assess further development needs.
REQUIREMENTS
Bachelor’s degree in Business or related field
Minimum 7 years of experience in customer service or similar field.
Proven experience as call center manager or similar position
Fluent in English (Written and Spoken), Arabic is preferred.
Experience in customer service, customer relationship management and complaints handling
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office, Salesforce and call center equipment/software solutions. Genesis and Fresh Desk skills are desirable.
Outstanding communication and interpersonal skills
Experience of managing Calls, chat and email communication
Excellent organizational and leadership skills with a problem-solving ability
Experience on analyzing contact center measures and driving improvement
Excellent interpersonal skills.
Negotiating skills.