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Job Description
- You will tackle challenging and novel situations in a daily basis with a high degree of ambiguity, and stay connected to the details of the projects/businesses, by drilling down on fuzzy information, refusing to accept generalizations or light-weighted responses and knowing when to get involved without micromanaging.
- Work directly with business partners (HR, Finance, IT, Capacity Planning) to deliver on ME CS customer, people and financial goals.
- You will ensure continuous improvement in ME CS contact centers using Lean methodologies to drive associate engagement, waste elimination, defect reduction, standard work and flow.
- You will ensure ME CS contact centers effectively scale to meet the needs of our fast growth.
- You will be responsible for all aspects of new site launches, be an expert at championing customer needs, and will use data to drive decisions on behalf of customers.
- You will build positive productive relationships with many stakeholders and partners around the world, deal with the complexity of multiple lines of business and regions, and act as the thought leader and strategist for ME CS.
- You will engage and develop large teams of CS associates and leaders, and drive peformance with teams not under your direct supervision.
- You will influence key stakeholders across the business and gain "buy-in" for change when necessary.
- You will develop and execute MENA Customer Service Outsourcing strategy.
- You will identify and implement change and develop new processes as necessary to provide the ability to better service multiple work types.
- You will measure performance through metrics, providing feedback, and holding senior leaders accountable for their performance and the performance of their departments.
- You will manage ambiguity with their sleeves rolled up, with a deep preparedness to get involved in the detail.
Job Requirements
- Will be a highly collaborative and engaging person. Successful communication and management with remote locations is essential and a key to the leader’s success. You will be an effective oral and written communicator at multiple levels; effectively working with agents, management and Amazon executives alike.
- Will have a sincere passion and obsession for customers and demonstrated results in delivering exceptional quality to customers, while maintaining a lean, highly productive operation
- Will have 10-15 years of senior-level management experience in a fast paced, customer-obsessed, technical environment along with lean, continuous improvement knowledge and demonstrated results.
- Will maintain a complete and thorough understanding of technical systems in a complex automated customer service center.
- Will have the vision to see what is necessary to scale our business, run an efficient operation and reduce defects. Demonstrated project management success.
- Will have a demonstrated familiarity with general principles of workflow in an inbound call/email center, and current technologies to help manage that workflow.
- Will have the ability to understand the global vision and be able to make independent decisions.
BASIC QUALIFICATIONS
- Master's degree in business, economics, engineering or related field with an MBA or advanced degree desired.
- 5+ years of relevant experience in project management/senior leadership
- 8+ years of leadership experience in customer service (Domestic and International).
- Experience leading teams to deliver cross functional projects.
- Experience with workforce management and training / quality in a large scale operations environment.
PREFERRED QUALIFICATIONS
Preferred Qualifications
- Arabic language fluency.
- Expert skills in Microsoft Excel, PowerPoint, and Word.
- Please note that up to 40% travel is required for this role.
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