Holding - Web Services Administrator

Roles and Responsibilities

Manager-Voice/Online & Web Services:

Manages, organizes, and directs the day-to-day activities related to the operation of the Unified Contact Centre for digital channels such as email, chat, social media, etc.
Develop the knowledge management contents to ensure information is up to date and accessible to all agents.
Manage and coordinate the handling of complaints, seeking standard solutions, and informing customers on status and/or proposed solutions to rebuild customer trust and ensure customer stickiness.
Oversee the complaint management framework and escalation matrix across all business units.
Work closely with all stakeholders to create standardized governance frameworks to revamp and conduct periodic reviews of processes within UCC and across business units.
Responsible for customer satisfaction and monitoring customer feedback across all channels to identify opportunities for process optimization and service quality enhancement.
Key Accountabilities & Tasks
Manage day-to-day performance across digital channels to deliver a best-in-class service.
Liaise with Development & Quality regarding performance management information.
Provide leadership, development, and coaching of Supervisors, Team Leaders, and Agents, actively engaging and supporting the development of the team for better performance and succession planning.
Ensure adherence to departmental and/or Customer Care Centre policies, procedures, and practices.
Liaise with QA, OE & IT to recommend system enhancements and implementations to ensure operational excellence and effectiveness.
Create and maintain a positive, respectful work environment for staff.
Prioritize and assign work to employees, initiating corrective measures to resolve problems including scheduling or adjusting overtime as necessary.
Interact with diverse levels of internal and external personnel to develop and maintain effective communication to resolve issues and inquiries.
Select and train assigned staff, ensuring equal employment opportunity in hiring and promoting.
Monitor efficiency and quality efforts of personnel and provide training and coaching support.
Perform special projects and miscellaneous duties as assigned.
Champion excellent customer service, leading the implementation of service improvement/enhancement programs with support from training and providing performance feedback and coaching to direct reports.
Stay updated on new developments and innovations in the field of corporate complaints and make recommendations for amendments to the complaint process and improvements to the corporate procedure.
Organize, maintain, update, and oversee technologies that support the Customer Care Centre with the coordination of the IT department.
Maintain proactive working relationships with customers and provide value-added service.
Oversee section center activities including recruitment, employee relations, employee/organization development, and headcount/base cost management.
Partner with the recruitment team to meet staffing plans for the business, creating innovative initiatives to retain and motivate staff while fostering an effective team spirit.
Provide ideas to develop or enhance the current system of handling queries and tracking records.
Ensure service, SLA's, and KPI's are continually reviewed, and expectations are met with optimal levels of quality and service delivery.
Review management information and make suggestions and recommendations for improvements across Customer Care.
Ensure effective and consistent communication throughout the team, encouraging feedback and customer insight to enhance the customer experience.
Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
Conduct daily, weekly, and monthly planning meetings with operational leaders and manage effective resource planning.
Manage any third-party relationships.
Manage, coordinate, direct, and monitor customer care staff activities to ensure prompt, courteous, and accurate responses are provided to customers.

Desired Candidate Profile

The ideal candidate will have the following qualifications and experience:
Bachelor's degree in Business Administration, Marketing, or related field.
Minimum 8 years of experience in Customer Care (real estate and customer service and contact center operations), with at least 4 years in a managerial role in community management.
Skills:
Good leadership skills.
Knowledge of Customer Care operations.
Previous supervisory/managerial experience is preferred.
Effective communication and negotiation skills (Arabic and English).
Ability to instruct, direct, and evaluate employees, and resolve work-related problems.
Ability to make decisions and take necessary actions.
Team-oriented with problem-solving skills.
Knowledge of communications and public relations techniques.
Customer-focused with the ability to deal with complex cases.
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