Digital Care Manager

About
The purpose of this position is to provide leadership and guidance to the digital member care team. Plan and manage contact centre/validation centre operations and activities to ensure that a professional level of service is being offered to customers, in line with the company brand requirements and business objectives. Also, to innovate in the area of customer care to establish leading contact and customer experience for Digital APP UAE customers.

Key Accountabilities

• Develop the strategy for the Digital Care both short and long term, aligned to the overall organization strategy.
• Establish sound and effective relationships with other departments and develop with that department SLA’s to ensure efficient resolution of all customer requests or complaints.
• Drive the development and implementation of best digital practices in Contact Centre operations and ensure KPI’s are set and achieved.
• Provide daily, weekly, and monthly reports/feedback to management as related to digital care operations and self-care performance.
• Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations.

Qualifications

• Bachelor or master’s degree in business management or distinguished experience with additional further training courses in customer experience/customer relationship management.

Experience

• A minimum of 10 years management responsibility.
• Extensive experience in Telecommunications, BPO’s/contact centers, customer experience management & Omni-channel service delivery.

Skills

• Possess a strong performance- and results orientation.
• Excellent communication and analysis skills.
• Creative, flexible, and resilient.
• Fluent in English; Arabic language fluency is a plus.