Job Description

Roles & Responsibilities

1. Customer Experience Excellence

• Ensure delivery of a premium, consistent, and seamless customer experience aligned with the brand positioning of a luxury limo service.
• Develop and implement customer service standards, scripts, and quality assurance processes.
• Handle escalations and ensure timely and satisfactory resolution of customer complaints.
• Continuously identify opportunities to enhance customer satisfaction and loyalty.

2. Contact Center Operations Management

• Lead, coach, and supervise a team of contact center agents to achieve high performance.
• Manage daily operations including call handling, scheduling, workforce planning, and service levels.
• Ensure adherence to SLAs such as response time, call quality, and resolution time.
• Coordinate with internal teams (operations, drivers, dispatch, etc.) to resolve customer issues effectively.

3. KPI Monitoring & Performance Management

• Define, track, and optimize key performance indicators, including:

- Customer Satisfaction (CSAT).

- First Call Resolution (FCR).

- Average Handling Time (AHT).

- Service Level and Response Time.

- Complaint Resolution Rate.

• Conduct regular performance reviews and provide coaching and feedback to agents.
• Implement corrective actions and improvement plans when KPIs are not met.

4. Data Analysis & Reporting

• Monitor contact center performance through data analysis and reporting tools.
• Prepare daily, weekly, and monthly performance reports for management.
• Analyze trends, customer feedback, and operational data to identify gaps and improvement opportunities.
• Use insights to recommend and implement process enhancements.

5. Team Leadership & Development

• Recruit, train, and mentor contact center staff.
• Foster a positive and high-performance team culture.
• Develop training programs to enhance communication, problem-solving, and service skills.
• Conduct regular team meetings and performance evaluations.

6. Process Improvement & Quality Assurance

• Establish and monitor quality assurance frameworks.
• Implement best practices in call center management and customer service.
• Continuously improving processes to increase efficiency and service quality.

Desired Candidate Profile

Qualifications

• Bachelor s degree in Business Administration or a related field.
• 5+ years of experience in contact center operations, with at least 2 years in a managerial role.
• Proven track record of achieving and exceeding customer service KPIs.
• Strong experience in performance management, coaching, and team leadership.
• Proficiency in data analysis, reporting tools, and CRM/contact center systems.
• Excellent communication skills in Arabic and English.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced, customer-centric environment.

Preferred Skills

• Experience in transportation, logistics, or hospitality industries.
• Familiarity with workforce management tools and call center technologies.
• Strong analytical mindset with attention to detail.

Key Competencies

• Customer-centric mindset.
• Leadership and team development.
• Analytical thinking.
• Operational excellence.
• Problem-solving and decision-making.
• Communication and influence.