Web Services Administrator

Roles and responsibilities

• Manager-Voice/Online & Web Services Manages, Organizes and directs the day-to-day activities related to the operation of the Unified Contact Centre for digital channels such as email, chat, social media etc.
• Develop the knowledge management contents to ensure information are up to date and accessible to all agents.
• Manages & coordinates the handling of the complaints, seeks for standard solutions, and informs customer on status and/or proposed solutions in order to rebuild customer trust and to ensure customer stickiness.
• Oversee the complaint management Framework & Escalation Matrix across all BU's.
• Work closely with all stakeholders to create standardized governance frameworks to revamp and conduct periodic reviews of processes within UCC and across BU's
• Responsible of customer satisfaction and monitoring customers feedback across all channels to identify opportunities for process optimization and service quality enhancement.

Key accountabilities & Tasks

• Day-to-Day Operations
• Manages the day-to-day performance across digital channels to deliver a best-in-class service.
• Liaise with the Development & Quality regarding performance management information.
• Responsible of customer satisfaction and monitoring customers feedback across all channels to identify opportunities for process optimization and service quality enhancement.
• Provide leadership, development and coaching of Supervisors, Team Leaders, and Agents. Actively engaging and supporting the development of the team to ensure better performance and succession planning.
• Ensures adherence to departmental and/or Customer Care Centre policies, procedures, and practices.
• Liaise with QA, OE & IT to recommend system enhancement and implementation to ensure operational excellence and effectiveness
• Creates and maintains a positive, respectful work environment for staff.
• Prioritizes and assigns work to employees and initiates corrective measures to resolve problems including scheduling or adjusting overtime as necessary.
• Interacts with diverse levels of internal and external personnel to develop and maintain effective communication to resolve issues and inquiries.
• Selects and trains assigned staff, ensuring equal employment opportunity in hiring and promoting.
• Monitors efficiency and quality efforts of personnel and provides training and coaching support.
• Performs special projects and miscellaneous duties as assigned.
• Being a champion for excellent customer service, leading the implementation of service improvement/enhancement programmes with support from training and providing performance feedback and coaching to direct reports.
• To keep updated on new developments & innovation in the field of corporate complaints and to make recommendations for amendments the complaint & improvements to the corporate procedure, where appropriate on a going.
• Organize, maintain, update, and oversee technologies that support the Customer Care Centre with the coordination of IT department.
• Maintain proactive working relationship with customers & provide value added service to customers.
• Responsible for the section centre activities including recruitment, employee relations, employee/organization development and headcount/base cost management.
• Partner with the recruitment team to meet the staffing plans for the business. Create innovative initiatives to retain and motivate staff, foster a truly effective team spirit within the staff.
• Provide ideas to develop or enhance the current system of handing queries, track records…etc.
• Ensures service, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Review management information and make suggestions, recommendations as to improvements across the Customer Care.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
• Conducting daily, weekly, and monthly planning meetings with operational leaders and Have responsibility for effective resource planning.
• Manage any third-party relationships.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Manages, coordinates, directs, and monitors customer care staff activities to ensure prompt, courteous, and accurate responses are provided to customers at all the customer care team.

Desired candidate profile

The ideal candidate will have the below qualifications and experience:

• Bachelor’s degree in Business Administration, Marketing or related field
• Minimum 8 years of experience in Customer Care (real estate and customer service and contact center operations) of which 4 years in a managerial role in a community management role.

Skills:

• Good Leadership skills
• Knowledge of Customer Care operation.
• Previous supervisory /managerial experience is preferred.
• Effective communications & negotiation skills (Arabic and English)
• Ability to instruct, direct, and evaluate employees, and to resolve work related problems.
• Ability to make decisions and take necessary actions.
• Ability to communicate effectively.
• Team oriented and problem-solving skills.
• Knowledge of communications and public relations techniques.
• Customer focused and ability to deal with complex cases particularly with all types