Supervisor – Digital Services - Customer Experience - Community Management

Supervisor - Digital Services - Customer Experience - Dubai Holding Community Management

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

About the Role:

The customer care team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing, and rewarding, coaching, counselling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, and scheduling and reward/recognition programs. Monitors staff and Customer Care Centre performance. Helps developing schedules to ensure adequate staffing levels.

The main duties and responsibilities of this role:

• Supervises, coordinates, directs, and monitors customer care staff activities to ensure prompt, courteous, and accurate responses are provided to customers.
• Provides daily direction and communication to employees so that customer care calls are answered in a timely, efficient, and knowledgeable manner.
• Provides continual evaluation of processes and procedures.
• Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
• Make sure resources are updated and ready for use and all agents are updated with the latest information.
• Handling difficult cases and angry customers.
• Submit daily, weekly, and monthly reports to the customer care centre management.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Monitors efficiency and quality efforts of personnel and provides training and coaching support to the team.
• Assisting the staff whenever required.
• Provide leadership and guidance for the team.
• To facilitate the customer care centre services to other departments and business units within DHCM.
• Make sure that the training programs for newcomers have been implemented. This includes product, customer service and customer care centre training.
• Ensures adherence to departmental and/or Customer Care Centre policies, procedures, and practices.
• Recommends and implements new or improved systems to enhance or expedite work.
• Creates and maintains a positive, respectful work environment for staff.
• Prioritizes and assigns work to employees and initiates corrective measures to resolve problems including scheduling or adjusting overtime as necessary.
• Interacts with diverse levels of internal and external personnel to develop and maintain effective communication to resolve issues and inquiries.
• Performs special projects and miscellaneous duties as assigned.

About you:

The ideal candidate will have the below qualifications and experience:

• Communication & Working relationships:
• INTERNAL: All DHCM business units and departments as and when required.
• EXTERNAL: External clients and customers.

Minimum Qualifications & Experience:

• Requires a high diploma degree in area of specialty.
• Preferred Degree/Diploma in Call Centre Management.
• Familiar with a variety of the field's concepts, practices, and procedures.
• Relies on experience and judgment to plan and accomplish goals.
• A wide degree of creativity and latitude is expected.
• 4 years in a customer service or call centre of a similar size.

Job Specific Skills:

• Good Leadership skills.
• Listening and communication skills.
• Ability to instruct, direct, and evaluate employees, and to resolve work related problems.
• Ability to make decisions and take necessary actions.
• Ability to answer questions and determine appropriate course of action for incoming messages or calls.
• Ability to maintain records, prepare reports, and compose correspondence related to the work.
• Ability to communicate effectively.
• Ability to maintain favourable public relations.
• Knowledge of training and supervisory techniques.
• Knowledge of communications and public relations techniques.
• Knowledge of personnel transactions and records.

About Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment.