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Responsible for delivering outstanding customer service and support to RAKEZ clients across all inbound and outbound client contact channels in an operationally efficient and compliant manner. In addition, this role will be responsible for managing and executing contact campaigns to secure renewals (revenue), engage customers on news and updates, improve data quality and capture compliance related information. This role is also responsible for evaluating and planning for the expansion of the contact center to manage contact across wider business areas (e.g. lead management, sale) and value-added services (e.g. managing calls on behalf of clients).Responsibilities:Responsibility for the performance and development of employees in the team.Define the service vision, standards and KPIs for the contact center.Define the operating model of the contact center, structuring the team and shaping the process and governance to meet the objectives of the organization. Conducting effective forecasting and resource planning to maximize the productivity of resources across inbound and outbound customer contact for phone, email and chat, ensuring service levels are achieved, in an operationally effective manner, delivery a high-quality customer experience. Collecting and analyzing call-center statistics to drive improvement.Monitor and improve contact handling, procedures, templates and knowledge bases.Drive an increase in self-service adoption through new or existing service channels by analyzing data and working with other departments to prioritize changes.Prepare reports for different departments and upper management.Ongoing capture of the voice of the customer and customer satisfaction, identifying route cause and opportunities to meet set experience targets. Proactively monitor levels of customer service quality, accuracy, and process consistency in the customer service function across all channels to maintain high levels of customer service.Act as a point of escalation for internal & external customer’s critical issues, which come through the defined escalation process by liaising with relevant parties while ensuring early and effective resolution of those issues.Develop scripts and drive trainings for Contact Center team and ensure consistent application throughout the operations.Generate weekly & monthly ad-hoc accurate reports for the Contact Center across all communication channels in order to regularly report the results and assess further development needs.Qualifications:Bachelor’s degree in Business or related field.Minimum 7 years of experience in customer service or similar field.Proven experience as call center manager or similar positionFluent in English (Written and Spoken), Arabic is preferred.Experience in customer service, customer relationship management and complaints handlingKnowledge of performance evaluation and customer service metricsSolid understanding of reporting and budgeting proceduresExperience in basic financial analysis (cost-effectiveness, cost-benefit etc.)Proficient in MS Office, Salesforce and call center equipment/software solutions. Genesis and Fresh Desk skills are desirable.Outstanding communication and interpersonal skillsExperience of managing Calls, chat and email communicationExcellent organizational and leadership skills with a problem-solving abilityExperience on analyzing contact center measures and driving improvementExcellent interpersonal skills.Negotiating skills.
