Director of Consumer Segment

Job Description : Director of Consumer Segment – Dubai Brief description: • • • 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 12 years of the related management experience

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