Regional Contact Center Manager Majid Al Futtaim Dubai

Majid Al Futtaim is currently looking for a Regional Contact Center Manager who will be 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. This is mid level full time role. The salary for this role ranges from 17000 AED to 35000 AED, which may be slightly negotiatable during the interview.

Responsibilities 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 our 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.
• 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.
• Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.
• Work closely with other internal departments to ensure issues affecting customer orders.

Eligibility Requirements

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

• Bachelor’s degree in Business Management.
• 7 years of experience in managing Customer Care.
• Past CX experience is a plus.

Skills Desired

• Understanding of all communications tools such as Ziwom Zendesk, genesis etc.

Customer Experience Operations Manager Majid Al Futtaim