Manager, Customer Engagement Centre I CRM I Bahrain

Job Description

<strong><u>Overview Of The Role</u></strong><p><br></p>Manager Customer Engagement Center is a critical role installed as part of EKK Group Customer Experience Operations. The role is responsible for building and developing EKK group omni channel customer engagement center delivering outstanding customer experience to EKK customers across inbound and outbound channels. Being a group level operation, the role is cross functional delivering outstanding customer service across brands under EKK.<p><br></p><strong><u>What You Will Do</u></strong><p><br></p><ul><li>Develop EKK Group customer engagement strategy and define service vision, standards and KPIs in line with EKK brand standards.</li><li>Define the operating model of the contact center, structuring the team and shaping the process and governance to meet the objectives of the organization.</li><li>Conducting effective forecasting and resource planning to maximize the productivity of resources across inbound and outbound customer contact for phone, email and chat, ensuring service levels are achieved, in an operationally effective manner, delivery a high-quality customer experience.</li><li>Collecting and analyzing call-center statistics to drive improvement.</li><li>Monitor and improve contact handling, procedures, templates and knowledge bases.</li><li>Responsibility for the performance and development of employees in the team.</li><li>Coach call center staff through challenging customer service issues.</li><li>Analyze call center data and prepare reports for upper management.</li><li>Ongoing capture of the voice of the customer and customer satisfaction, identifying route cause and opportunities to meet set experience targets.</li><li>Proactively monitor levels of customer service quality, accuracy, and process consistency in the customer service function across all channels to maintain high levels of customer service.</li><li>Act as a point of escalation for internal &amp; external customer’s critical issues, which come through the defined escalation process by liaising with relevant parties while ensuring early and effective resolution of those issues.</li><li>Develop scripts and drive trainings for Contact Center team and ensure consistent application throughout the operations.</li><li>Generate weekly &amp; monthly ad-hoc accurate reports for the Contact Center across all communication channels in order to regularly report the results and assess further development needs.</li><li>Evaluate staff effectiveness and performance annually or on an at-need basis.</li><li>Lead team meetings and give presentations to executives.</li><li>Develop monthly, quarterly and annual call center goals and action plans.</li><li>Prepare work schedules to ensure sufficient coverage.</li><li>Create personnel and supply budgets for approval.</li></ul><p><br></p>We, at E. K. Kanoo, are looking for a <strong>Manager Customer Engagement Center</strong> who will be reporting to the Head of CRM on day-to-day operations. You should have a proven experience as call center manager or similar position. Being fluent in English (Written and Spoken), Arabic is preferred. You would have experience in customer service, customer relationship management and complaints handling. Sound knowledge of performance evaluation and customer service metrics. Solid understanding of reporting and budgeting procedures. Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.). Proficient in MS Office, Salesforce and call center equipment/software solutions, Genesis and Fresh Desk skills are desirable. You will have an outstanding communication and interpersonal skills. Experience of managing calls, chat and email communication. Excellent organizational and leadership skills with a problem-solving ability. Experience on analyzing contact center measures and driving improvement. You would have excellent interpersonal skills &amp; negotiating skills.<p><br></p>To be considered for the role, you should have a minimum 7 years of experience in customer service or similar field and completed Master’s or Bachelor’s in business or relevant field.<p><br></p><strong>Primary Location</strong><p><br></p>Bahrain<p><br></p><strong>Job Posting</strong><p><br></p>10/07/2023, 4:19:31 PM