Job Description

Overview of the role:

Drive the effectiveness and efficiency of the Outsourced Contact Center Service Partner by defining customer success objectives, strategy, and tactics, and by leading a team that reinforces the implementation of standard processes that scale to achieve the ultimate goal of Customer satisfaction and best Customer Experience.


What you will do:-

Description of Accountability:


Processes: Monitor Outsourced Contact Center Service Partner performance to ensure SLAs are met (Voice, Non-Voice, Email)

Report& Analysis: Provide insights to the brand as a result of careful analysis of data and reports

People Management Responsibilities: Lead, enable and manage CS Ops Associates by providing coaching/ feedback, materials and data that will help CS Ops Associates work more effectively.

Planning and Budgeting responsibilities – Support in Budget exercise alongside finance and consciously adhere and control the approved budget

Risk Management: Detect early signals of risks address them, and provide path to escalation

Cross-Functional Coordination: Coordinate cross-functional processes that help meet complete resolution and satisfaction of customers:

• Relay customer feedback to the Product team and Business stakeholders

• Align with the Support team on resolution of major cases and report bugs to technical team

• Provide feedback to Business on the readiness of solutions that improves customer’s experience

• Help the Technical team overcome any delays in system implementation by participating in UATs as and when required



Required Skills to be successful:-

  • Leadership Skills.
  • Negotiation Influencing Skills.
  • Interpersonal Skills.
  • Team Management Skills.
  • Excellent written and verbal communication skills
  • Problem analysis and problem-solving
  • Information management
  • Formal presentation skills
  • Persuasiveness
  • Adaptability
  • Innovation
  • Judgment
  • Decision-making
  • Proficiency in communication & computer literacy are prerequisites.


What equips you for the role:

  • Minimum 8-10 years significant experience in Customer Service and Customer Experience
  • Degree/higher level qualification in business/operations/customer experience
  • Management and people development experience
  • Data and Analytics experience and knowledge of how to determine trends from Data
  • SAP or similar experience
  • High level of MS Office
  • Experience on NPS programs
  • Excellent data and trend analysis skills

Job Details

Job Location
Dubai United Arab Emirates

Company Industry
Retail & Wholesale

Company Type
Employer (Private Sector)

Job Role
Customer Service and Call Center

Employment Type
Full Time Employee

Monthly Salary Range

Number of Vacancies

Apply for here

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