Alshaya

Role Profile:

Manage a team of contact center supervisors, specialists 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.

The below Key Performance Areas include but are not limited to:

• Ensure all the received feedbacks from different contact channels are logged and handled accordingly.
• Ensure all related feedbacks are resolved and closed within the agreed service level and in accordance to procedure manual.
• Ensure all pending High Priority feedbacks are resolved and closed within the agreed service level and in accordance to procedure manual.
• Guide the team to ensure SLA achieving and Customer satisfaction.
• Ensure that the Contact Centre achieves its assigned KPI’s.
• 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 left behind.
• Ensure and provide any feedback about loyalty programs to the concerned team to enhance the system functionality and make the life of the agent and customer easier
• Developing the team and enhance on their occupancy level by ensuring performance related and work load are maintained.
• Work closely with management to achieve team and department goals.
• Continuous analysis of 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.
• Full understanding of 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 usual meeting with the Brands, to retain their relationship that will allow to share monthly, quarterly KPI’s and do brain storming to reach into a common understanding.
• Analyze the Contact Centre different activities observed / highlighted by QA and create corrective action plans when needed.
• Review team performance on a regular basis to ensure that the team is always following the Customer Service Standards.
• Review the Contact Centre schedule and make recommendations before it is dispatched.
• Coordinating staff recruitment and liaising with HR staff.
• Meets contact center financial objectives following the annual budget prepared by Senior Manager.
• Perform the contact center yearly forecasting and KPI’s setting
• Identify “what good looks like” within the contact center operations
• Own the contact center reward scheme in terms of creation and implementation
• Monitor the supervisor’s deliverables
• Conduct a weekly/monthly performance meeting with the supervisors
• Act as a source of learning whenever required.
• Create motivational activities that reward top performance.
• Provide feedback to enhance current technologies.
• Promote Alshaya’ 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.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.