Role profile:

Manage a team of contact center supervisors, specialist agents, and officers toward the department and organization short/long term goals and objectives by creating and implementing relevant action plans.
Build a healthy relationship between the contact center and external/internal customers.

Key performance areas include but are not limited to:

• Ensure all the received feedback from different contact channels are logged and handled accordingly.
• Ensure all related feedback is resolved and closed within the agreed service level and in accordance with the procedure manual.
• Ensure all pending high priority feedback is resolved and closed within the agreed service level and in accordance with the procedure manual.
• Guide the team to ensure SLA achievement and customer satisfaction.
• Ensure that the contact centre achieves its assigned KPIs.
• Make sure that assigned projects are completed as per the agreed deadlines.
• Practice and ensure compliance with the organization’s policies and procedures.
• Coordinate with all contact center managers across three countries (Egypt, Kuwait, and KSA) to maintain overall PCA and to work as one team and one entity.
• Ensure all loyalty cases are resolved and nothing is left behind.
• Provide any feedback about loyalty programs to the concerned team to enhance system functionality and make the life of the agent and customer easier.
• Develop the team and enhance their occupancy level by ensuring performance-related workload is maintained.
• Work closely with management to achieve team and department goals.
• Continuously analyze current policies, procedure manuals, and work instructions and recommend enhancements and changes to Quality Assurance when needed.
• Drive any change in the contact centre processes or policies to be implemented within the contact centre activities.
• Fully understand the management vision and communicate it to the team.
• Connect with brands/support functions to put action plans that ensure delivery of personalized customer service as well as all loyalty programs.
• Organize regular meetings with the brands to retain their relationship, share monthly and quarterly KPIs, and brainstorm to reach a common understanding.
• Analyze the contact centre different activities observed or highlighted by QA and create corrective action plans when needed.
• Review team performance regularly to ensure the team is always following customer service standards.
• Review the contact centre schedule and make recommendations before it is dispatched.
• Coordinate staff recruitment and liaise with HR staff.
• Meet contact center financial objectives following the annual budget prepared by senior management.
• Perform the contact center yearly forecasting and KPI setting.
• Identify “what good looks like” within the contact center operations.
• Own the contact center reward scheme in terms of creation and implementation.
• Monitor supervisors’ deliverables.
• Conduct weekly and monthly performance meetings with supervisors.
• Act as a source of learning whenever required.
• Create motivational activities that reward top performance.
• Provide feedback to enhance current technologies.
• Promote the organization’s vision and values.

Knowledge:

• Proficient in Microsoft Office with an understanding of contact centre systems.
• High degree of comfort and effectiveness dealing with people from diverse backgrounds.
• Customer and personal service — knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction and contact centre management including telemarketing.
• People management.
• Workforce management.
• Customer centric.

Experience:

5–10 years’ experience in customer service/contact centre field or related area required.
Equivalent work experience may be substituted for education.

Skills:

• Strong interpersonal skills and self-motivated.
• Strong interpersonal skills to build effective relationships.
• Planning and organizing skills with positive attitude, good judgment, and strong work ethics.
• Good decision-making and communication skills with effective problem-solving ability.
• Active learning — understanding the implications of new information for both current and future problem-solving and decision-making.