Engagement Center Manager

7 مارس، 2023

0 5 2 دقائق

الوصف الوظيفي

UAE National | Engagement Center Manager | Al Futtaim Group | Automotive | Dubai

Overview of the role

Support the Al-Futtaim Automotive brands in the provision of outstanding levels of Customer Experience to all Al Futtaim customers who make contact through any of our channels of communication.

Provide support to the dealer Sales and After Sales network in handling customer inquiries to do business with the group and improve operations to function within best practise for customer care.

Be the POC between Al-Futtaim Automotive Contact Centre in UAE and Egypt and ensure seamless information and update exchanges between teams within Al-Futtaim Automotive and along with support functions to ensure KPI’s & Objectives are seamlessly delivered as per the MSA and SOW on an ongoing basis.

What you will do :

Generate efficiencies by managing resources through a multichannel environment agent Productivity Utilization
Manage cost per interaction through systems and process enhancement
Nurture and manage business opportunities to develop and increase the sales and aftersales influx into the automotive network oversee a continuous transformation in systems and process to upskill associates in delivering business excellence
Develop employee engagement strategy and succession planning
Develop a skills-based matrix to upskill associates in delivering business excellence repeat calls
Accountable for the customer experience and quality delivery by the engagement centre environment
Increase Nationals workforce in the engagement centre
Drive projects on Metric Improvement, Digitization Of Existing Processes

المهارات

Required Skills to be successful :

Analytical skills
Communication / Interpersonal skills
Organizational skills
Presentation Skills

About the Team

As a Engagement Center Manager you will be reporting to Senior Manager – CEC & Vendor Management

What equips you for the role :

5 to 7 years customer service experience.
7+ years management experience, supporting a group of plus 100 seats.
Experience in planning and managing Omni Channel workforce in a call center environment.
Experience with Change Management efforts at the program and project level
Strong communication skills, demonstrated through past experience and results.
Demonstrated ability to work successfully in complex and emerging business and project areas with areas of gray.
Demonstrated ability to appropriately challenge and push for results
Process mapping experience
Supervision of QA & WFM function in a call center or customer service center environment