About the Role
This position is pivotal in developing and executing the strategy for Digital Care, both short and long term, in alignment with the overall organizational objectives. The role focuses on establishing and enhancing customer access channels, ensuring that service delivery remains at the forefront of technology, and building strong relationships with other departments to facilitate effective resolution of customer requests and complaints. As a key leader in the Contact Centre operations, you will drive best practices, implement new technologies, and oversee day-to-day operations while measuring progress against established KPIs.
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Key Accountabilities
- Develop the strategy for Digital Care, aligned to the overall organization strategy.
- Create leading-edge customer access channels utilizing effective technology-based infrastructure.
- Establish and maintain effective relationships with other departments to develop SLAs for efficient customer complaint resolution.
- Drive the implementation of best digital practices in Contact Centre operations and ensure KPIs are set and achieved.
- Review reports on customer behavior, collaborating with marketing analyses to improve service quality via mobile app and self-care platforms.
- Implement actions to meet productivity targets, quality indicators, and overall performance against objectives.
- Provide daily, weekly, and monthly reports/feedback to management regarding digital care operations and self-care performance.
- Define and implement methodologies to measure Net Promoter Score (NPS), customer satisfaction, and Voice of the Customer programs.
- Manage day-to-day operations of the digital care function to meet company and customer expectations.
- Implement and deploy new technologies and service delivery channels to maximize operational efficiencies.
- Develop a resource plan for optimal performance and ensure a supporting recruitment plan is in place.
- Ensure effective training methodology for all digital care staff to keep them updated on digital multi-brand products and services.
- Lead employee engagement and recognition initiatives to enhance performance and productivity.
- Manage, motivate, develop, and appraise staff to maintain the highest level of operation at all times.
- Plan, monitor, and control the department budget effectively.
Qualifications
- Bachelor or master’s degree in business management or equivalent experience with additional training in customer experience/customer relationship management.
Experience
- Minimum of 10 years in management roles.
- Extensive experience in Telecommunications, BPOs/contact centers, customer experience management, and Omni-channel service delivery.
- Strong knowledge of digital care/self-care platforms management.
- Knowledge of customer satisfaction management and NPS programs.
- Experience in managing BPOs.
Skills
- Strong performance-oriented and results-driven mindset.
- High-level analytical and creative problem-solving skills.
- Excellent communication and analytical skills.
- Creative, flexible, and resilient.
- Fluent in English; Arabic language fluency is a plus.
