Quality & Training Lead - Contact Center

Key Accountabilities:

• Facilitate teamwork and ensuring the effective day-to-day operations of 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 resolution of difficult customer queries and develop champion’s understanding of problem-solving process.
• Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands, investigating and evaluating staffing models, and exploring 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 the maintenance and enforcing 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 on going 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
  • Coaching

Qualifications:

• College Diploma or equivalent

Experience:

• Minimum experience of 5 year in Customer Services or Contact Centre environment. Where 60% of customer servicing is digital (none-voice)

Skills

• Fluent, written and spoken in English (Arabic as an additional language is preferred)