About the Job
Providing day-to-day leadership of the Online Care Frontline Team as per the available customer channels and verticals to achieve the highest level of customer service possible and ensure departmental goals are achieved. The Team Leader must demonstrate the highest standard of quality service, commitment, and courtesy in dealing with customers and co-workers, and also be able to demonstrate the use of contact centre data to drive the performance of the Online Care Team while ensuring that the data is used to make informed customer demand decisions.
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Key Accountabilities:
- Facilitate teamwork and ensure the effective day-to-day operations of the Digital Contact Centre (Social, In-App Chats, Email, and face-to-face customer handling).
- Day-to-day leadership of customer care champions, including performance management and employee engagement.
- Provide guidance and/or help staff in the resolution of difficult customer queries and develop champions’ understanding of the problem-solving process.
- Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands, investigating and evaluating staffing models, and exploring the impact of various staffing models on business objectives, meeting customer demand, and ensuring smooth running.
- Responsible for administrative duties including reporting, time sheets, schedule adherence, and maintenance and enforcement of department/company policies and guidelines.
- Interface effectively with other departments to handle customer care issues quickly and efficiently.
- Review the performance of champions and identify training needs. Coordinate with appropriate stakeholders to close knowledge gaps.
- Conduct ongoing meetings with team members to review performance and provide coaching and feedback.
- Encourage a culture of excellence within the team by ensuring the delivery of best-in-class customer experience.
- Act as an escalation point for customer complaints.
- Stakeholder management and engagement specific to payments in the processing of high-risk refunds.
- Analyse tagging data and customer sentiment across Online Care channels. Identify areas of improvement and work with stakeholders to close VOC feedback loop to enhance customer experience.
- Operations enabler lead in the creation of reporting and tool enhancements specific to online care, including but not limited to quality monitoring dashboard and reporting, operating tools and systems.
- Quality management of assigned champions which includes monitoring, rating, and coaching.
Qualifications
- College Diploma or equivalent.
Experience
- Minimum experience of 5 years in Customer Services or Contact Centre environment, where 60% of customer servicing is digital (non-voice).
Skills
- Fluent, written and spoken in English (Arabic as an additional language is preferred).
Location
United Arab Emirates
