Director

Job Description : Director of Consumer Segment – Dubai Accountable to manage & oversee all activities of Consumers section (to ensure best-in-class customer experience with less effort through strategic planning and execution of Consumer section operations. Manages interfaces within and outside the Consumers section to ensure the development of best-in-class handling of customer experience. Provides professional guidance and support to subordinates in carrying out the assigned functions in offshoring sites. Core duties include the management and leadership of processes for the continuous improvement of the Consumers section, leads a team of outsourcing management, providing leadership for the different kinds of activities of the Consumers sections. Increased use of resources and the adaptation of new proven technologies to increase efficiency, and achievement of metrics. Leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities. Detailed description and requirements: Develop and maintain effective organization of responsibility, including; efficient operation, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. Maintains and improves outsourced sites’ operations by monitoring system performance; identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing process improvement, system, and quality improvements programs. Proven experience managing metrics, ensuring customer satisfaction, and less customer effort. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Leads a team of site managers and outsource management. Manages interfaces with other Customer Care sections to ensure immediate action and the best experience on consumers complaints/ inquiries. Manages the implementation of quality standards and practices and ensures compliance with corporate standards, procedures, and guidelines. Provide strong, dynamic leadership that mentors develop, and guides team members to efficiently leverage the value of every call for maximum First Call Resolution and contact experience. Identify resources and help to develop skilled resources that are able to produce high-quality customer services. Reviews allocation/utilization of resources for efficient service. Oversees planning, prioritization, and assignment of targets and tasks to entire Contact Experience section. Reviews allocation/utilization of resources and section performance. Continually evaluate the section’s on-going performance and quality of its output and services. Prepares performance reports by collecting, analyzing, and summarizing data and trends. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Align the outsourced teams’ strategies with Customer Care Management objectives by conducting performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Bachelor’s Degree in Business Administration / Marketing / Engineering with minimum 7 years of the related management experience

---

Back