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The Customer Service Manager is responsible for ensuring the Efficiency, Effectiveness and Engagement across the department including the 24/7 call centre and complaint management. The suitable candidate will champion the Voice of Customer within the organization, oversees the day-to-day service delivery and leads transformation initiatives under agreed upon service levels, budget and timeline. This role will report into the Operations Manager and have a strategic focus within our organisation, you will have exposure to the Senior Management team, wider Head Office team and key strategic partners. ResponsibilitiesSupervise the day-to-day activities to achieve Customer SLA and internal KPI under the agreed upon budget. Anticipate needs, monitor service delivery and proactively implement action plans to resolve incidents.Ensure highest levels of quality within the Department through a comprehensive and updated SOP’s and knowledge management framework, effective onboarding/refresher trainings, monthly quality controls and regular coaching sessions.Lead the team and instil a culture of regular communication and feedback where each person has its individual development plan. Oversee recruitment, on-boarding, training, target setting, coaching and training alongside the HR team.Instil a culture of empathy when handling Customers’ interactions and champion the Voice of Customer within the organization, influencing improvements at cross-department level based on Customer needs and feedback.Prepare and execute annual and ad-hoc business plans with a strong emphasis on digital and automation initiatives. Continuously seek for improvements and new ways to leverage technology to improve operations performance.Document and present department results to stakeholders during business reviews. Develop clear and concise summaries to maintain the management informed of project statuses and alerts/points of attention. Support the Commercial dpt. in tender preparation and on-boarding of new clients. Foster an effective collaboration with other departments within the organizationEnsure department´s adherence to local and group company policies and standards including but not limited to : audit findings, compliance, fraud & leakage, business continuity, protection & resilience, etcAct as a role model for the team and proactively collaborate/share best practices with colleagues. Deputize the Operations Manager as needed and undertake any additional task as required.QualificationsDegree in Business Administration, Finance, Supply Chain, Engineering or any related field (or demonstrated equivalent professional experience) At least 5 years’ experience in a similar role, preferably in the following industries: healthcare or insurance.Advanced analytical, business planning and project management skills – lean six sigma background appreciated.Knowledge of Telephony solutions commonly used in the call centre market. Previous exposure to conversational AI solutions would be an advantageProven leadership abilities, can adequately deal with different stakeholders and high social and negotiation skills.Excellent command of English, both written and spoken is a must. Arabic as second language is an advantage.Team player and integrity. Hands on self-starter displaying a growth mindset and “make it happen” attitude.Advanced computer Literacy (MS Word, MS Excel, MS PowerPoint)Flexibility to travel within the UAE and regionally as required.
