Job SummaryWe are seeking an experienced and customerfocused Contact Center Manager to lead and develop our contact center operations The ideal candidate will be responsible for delivering the best of its class customer experience CX ensuring operational excellence and improving performance against key service and problemresolution KPIsThis role requires strong leadership analytical capability and a passion for continuous improvement in a fastpaced service environment Key Responsibilities1nbspnbspnbspnbspnbsp Customer Experience ExcellenceEnsure delivery of a premium consistent and seamless customer experience aligned with the brand positioning of a luxury limo serviceDevelop and implement customer service standards scripts and quality assurance processesHandle escalations and ensure timely and satisfactory resolution of customer complaints Continuously identify opportunities to enhance customer satisfaction and loyalty 2nbspnbspnbspnbspnbsp Contact Center Operations ManagementLead coach and supervise a team of contact center agents to achieve high performanceManage daily operations including call handling scheduling workforce planning and service levelsEnsure adherence to SLAs such as response time call quality and resolution timeCoordinate with internal teams operations drivers dispatch etc to resolve customer issues effectively 3nbspnbspnbspnbspnbsp KPI Monitoring amp Performance ManagementDefine track and optimize key performance indicators including Customer Satisfaction CSAT First Call Resolution FCR Average Handling Time AHT Service Level and Response Time Complaint Resolution RateConduct regular performance reviews and provide coaching and feedback to agentsImplement corrective actions and improvement plans when KPIs are not met 4nbspnbspnbspnbspnbsp Data Analysis amp ReportingMonitor contact center performance through data analysis and reporting toolsPrepare daily weekly and monthly performance reports for managementAnalyze trends customer feedback and operational data to identify gaps and improvement opportunitiesUse insights to recommend and implement process enhancements 5nbspnbspnbspnbspnbsp Team Leadership amp DevelopmentRecruit train and mentor contact center staffFoster a positive and highperformance team cultureDevelop training programs to enhance communication problemsolving and service skillsConduct regular team meetings and performance evaluations 6nbspnbspnbspnbspnbsp Process Improvement amp Quality AssuranceEstablish and monitor quality assurance frameworksImplement best practices in call center management and customer serviceContinuously improving processes to increase efficiency and service qualityRequirements QualificationsBachelors degree in Business Administration or a related field5 years of experience in contact center operations with at least 2 years in a managerial roleProven track record of achieving and exceeding customer service KPIsStrong experience in performance management coaching and team leadershipProficiency in data analysis reporting tools and CRMcontact center systemsExcellent communication skills in Arabic and EnglishStrong problemsolving and decisionmaking abilitiesAbility to work in a fastpaced customercentric environment Preferred SkillsExperience in transportation logistics or hospitality industriesFamiliarity with workforce management tools and call center technologiesStrong analytical mindset with attention to detail Key CompetenciesCustomercentric mindsetLeadership and team developmentAnalytical thinkingOperational excellenceProblemsolving and decisionmakingCommunication and influence Success MetricsThe success of this role will be measured byAchievement of customer experience KPIs CSAT FCR etcImprovement in service efficiency and resolution timesTeam performance and engagement levelsEffectiveness of reporting and actionable insights
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