Engagement Center Manager
Al-Futtaim
Fujairah, UAE
4d ago
source : drjobs.ae

JobRole :

  • This role isrequired to support the Al-Futtaim Automotive brands in theprovision of outstanding levels of Customer Experience to all AlFuttaim customers who make contact through any of our channels ofcommunication.
  • As part of the OrganisationalDesign Changes it was agreed to replace the former GM and Head ofOperations of the CEC by Operations Managers who will providesupport to the dealer Sales network in handling customer inquiriesrelated to Sales Leads in order to do business with the group andimprove operations to function within best practise for customercare.
  • This follows the wider strategy tooptimise the handling of all outbound activities by coordinatingthem centrally from within the CRM Team.
  • KeyResponsibilities :

  • Generate efficiencies by managing resourcesthrough a multichannel environment
  • Manage costper interaction through systems and process enhancement
  • Nurture and manage business opportunities to develop andincrease the Sales Lead influx into the automotive network andcorresponding conversion
  • Manage the continuoustransformation in systems and processes to upskill associates indelivering business excellence
  • Ensureexecution of employee engagement strategy
  • Continuously monitor outbound call performance andoptimise their success
  • Accountable for thedelivery of the agreed customer experience and quality standards bythe engagement centre environment
  • Develop UAENationals and upskill in order to ensure progressionopportunities
  • Qualifications, Experience &Skills :

    SPECIAL SKILLSAND ABILITIES REQUIRED :

  • People Management
  • Analyticalskills
  • Communication / Interpersonalskills
  • Organizational skills
  • EXPERIENCE :

  • 3 to 5 years customer serviceexperience.
  • 3+ years management experience,supporting a group of plus 100 seats.
  • Experience in planning and managing Sales and Incubationactivities in a call center environment.
  • Experience with Change Management efforts at the programand project level
  • Strong people management andcommunication skills demonstrated through past experience andresults.
  • Demonstrated ability to worksuccessfully in complex and emerging business and project areaswith areas of gray.
  • Demonstrated ability toappropriately challenge and push for results
  • Process mapping experience
  • Strongcollaboration with MIS and WFM functions in a call centerenvironment
  • COMPETENCIES :

  • Influence management positions without directauthority
  • Ability to work independently withhigh credibility
  • Mastery of interpersonalskills to drive change with and without direct authority in awin / win framework.
  • Strong communication skillswith Sr. Management
  • Strong analytical skills,with the ability to create simple but compelling call to actionbased on the data
  • Ability to appropriatelychallenge and push for results
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