Job Details
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Job Description
Customer Experience:
- Deliver customer insights used to improve customer focus and customer satisfaction for B2B and B2C business units while contributing to business-building growth strategies.
- Identify customer pain points and improve customer experience while ensuring stakeholders’ buy-in.
- Manage IT Customer Experience transformation projects.
- Lead VOC data integration in marketing/awareness, product development, operational improvement, process enhancement, and CX roadmap design.
- Ensure customer engagement, satisfaction, and loyalty.
- Perform market analysis for commercial prioritization purposes.
- Power BI dashboards to provide insights to improve sales and customer experience.
Customer Care:
- Call Center Operations Management: Planning, Staffing, Leading, and Controlling Operations
- KPIs Management: Calls Forecasting/ Scheduling/ Real Time Management/ KPIs Setting/ KPIs Management (Absenteeism, Quality, AHT, SLA)
- People Management.
Job Requirements
- Bachelor’s degree in any field.
- At least two years of experience in a similar managerial role.
- Strong problem-solving & communication skills.
- Strong knowledge of Root Cause Analysis and Action Planning tools is required.
- Knowledge of Six Sigma and COPC standards is preferred.
- Experience in leading, coaching, and monitoring customer service teams.
- Expert Excel and PowerPoint user.
- Proficient in Power BI is preferred.
- Fluent Arabic and English speaker.
- Knowledge of customer service principles and best practices.
