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Job Description
- Point of contact for the team and liaison between the team. The GL Manager and regional CX team
- Responsible for maintaining the GL metrics within targets
- Manage and contribute to onboarding & training of nUbers
- Be responsible for team members ongoing development
- Be a mentor for new team members and peers when they join the team
- Assess and individually develop each member of the team to achieve operational excellence
- Embed a culture of customer obsession at the GL
- Maintain overall team healthiness (TCS OSat, eNPS) and engagement
- Be in charge of workforce management (WFM) duties:
- Shift and holiday planning in coordination with GL Manager
- Help manage scheduling and priorities to ensure the GL waiting time stays under control at all times
- Overseeing attendance and punctuality of team members
- Share and escalate business insights to GL Manager, CX and Operations teams
- Manage, contribute to GL projects (and scale to other markets) in collaboration with GL Manager
- Manage the day to day business development and partnership relationships
- Coordinate and own CX requests (eg. Ops, marketing requests) execution in coordination with the GL Manager or Sr TL
- Serve as a POC for facilities management on the ground in collaboration with the GL Manager
- Handle special situations (eg. LERT) and crisis management in coordination with the GL Manager
Job Requirements
- Strong language skills, you must be able to speak fluent English and Arabic