Regional Contact Center Manager Majid Al Futtaim

The Regional Contact Center Manager at Majid Al Futtaim is responsible to drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices in the contact center, identify process gaps to create a more seamless experience whilst managing counselling and coaching activities aimed at reinforcing strengths and bridging weaknesses in the different sections of the Contact Center department.

Duties of Regional Contact Center Manager

• Review/analyze workforce management data on a regular basis to ensure adherence to the group quality standards are consistently met.
• Ensure a good relationship with their third party outsourced.
• Responsible of calibrating the service between external and internal customer care staff.
• Provide regular feedback and reports to Country head of customer care.
• Assist/guide team leads on the supplier side to consistently achieve agreed service level targets in a cost-effective manner.
• Assume the key role in the control of the Contact Center cost position by ensuring that the First contact is always running at optimal levels of efficiency and in the most cost-effective way.
• Confidently use all CRM and E-commerce systems to accurately add notes to orders and cases for all incoming and outgoing contacts.
• Work closely with other internal departments.

Eligibility Requirements

The eligibility requirements for role a Regional Contact Center Manager are as under:

• Bachelor’s degree in Business Management.
• 7 years of experience in managing Customer Care.
• Understanding of all communications tools such as Ziwom Zendesk, genesis etc…
• Past CX experience is a plus.

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