Job Summary

Job Title Section Manager Regional Customer Contact Center

DepartmentCustomer Excellence (CQ)

FunctionSection Manager RCCC

Legal EntityNMEF

LocationDubai UAE

LevelEVP - 7

Direct Manager DGM - Customer Quality

Managers Manager DGM - Customer Quality

Functional Reporting GM Customer Excellence

Mission & Main Objectives

Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers
Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;
Track escalate and manage Connected Car Services (CCS) complaints and issues
Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions
Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases
Develop update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI
Relay related customer inquiries to respective RBUs / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales Aftersales and other business opportunity related inquries
Monitor and deliver (if necessary) brand product and process related training for RCCC agents

Main tasks and responsibilities (Scope : tasks related to both NISSAN and INFINITI)

Design and manage the complaints management and escalation process internally and across the NSCs
Manage the RCCC team performance and daily operations headcount planning and scheduling achievement of related KPIS and reports; manage agent training needs;
Managing RCCC agent operation Quality such as agent suc as team leader daily performance priorities validate quality reports and listening to agent calls keep track fo daily received cases; and manage agent and NSC queries
Prepare management reports relative to call center performance and operational improvements
Design manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.
Lead the call center agents for cross-functional support from various departments involved in the problem resolution process
Administer Sales Force utilization for RCCC which indclude creation of reporting templates managing users system training process mapping dashboard creation and report generation
Monitor QVOC tool for hot alerts and pending cases
Keep track and update RCCC knowledge files for reference
Handle and support all related CCS cases escalate as required through the prescribed CCS escalation channel generate CCS related reports and attend regular meetings with SDSM and related functions involved with CCS
Attend Regional calls to identify best ideas to enhance RCCC operational performance
Implement new technology tools processes or workflows to enhance efficiency and customer experience

Country Specifics

NISSAN : NMEF markets

INFINITI : I-ME Markets

KPIs

Case resolution
Case closure
Hot alert closure
Case closure satisfaction

BACKGROUND & SKILLS REQUIRED

Background & Experience (years)

Specific technical skills

Automotive Call Center Operations or CRM background;
Arabic speaker;
Leadership experience in previous role and advantage
Competency in various software applications (Salesforce excel ppt)

Behavioural Competencies Required

Emphathetical and Customer service oriented
Able to work with multiple cross functional team
Team Management
Results driven

Dubai United Arab Emirates

Required Experience:

Manager

Job Title Section Manager Regional Customer Contact CenterDepartmentCustomer Excellence (CQ)FunctionSection Manager RCCCLegal EntityNMEFLocationDubai UAELevelEVP - 7Direct Manager DGM - Customer QualityManagers Manager DGM - Customer QualityFunctional Reporting GM Customer ExcellenceMission & Mai...