Job Responsibilities:
-Providing periodic updates to Management.
-Creating regular (weekly, monthly, quarterly, half annual & annual) reports on the status and upcoming trends to manage the community as well as to moderate guidelines.
-Recommending improvements and enhancing processes with more efficient and productive strategies.
-Ensuring all complaints are responded to and resolved as per agreed SLA’s through CRM.
-Ensuring that all team members are following the agreed process via CRM on a day-to-day basis.
-Ensuring the team is focused on following and completing their agreed KPIs.
-Ensuring that team members’ needs are fulfilled.
-Providing full support needed to community management operations and administration team members.
-Receiving and reviewing the Internal Approval notes from all Team members on a weekly basis. These forms are to be handed to the department Head before the weekly CCMM.
-Handling any escalation received from the operations and administration sector.
-Ensuring the management vision and goals are understood and followed by team members.
-Assessing team members and providing them with coaching sessions, when necessary, on a monthly basis.
-Receiving a self-review from each team member on a monthly basis.
-Ensuring that departmental KPIs are fulfilled within the year as submitted.
Qualifications Needed:
- Bachelor ‘s degree in Business Administration or any relevant field.
- Experience: 5-8 Years of Experience
- Skills: Excellent communication skills, English both written and oral
- Microsoft Office.
- Customer Experience Background.
- Language: Fluency in Arabic & English.