Asst Manager - Customer Service

1.00 to 10.00 Years Dubai, United Arab Emirates 16 Mar, 2023

Asst Manager - Customer Service / Manager - Customer ServiceHere?s a snapshot of what your responsibilities would include:

Working with stakeholders and business teams in real-time to track, identify and report on trending issues.
Providing MCI/DED contact support to all customer escalation to government bodies.
Providing customer service to customers over different social media platforms such as Facebook, Twitter, Instagram, and Youtube.
Designing, implementing and monitoring the quality assurance formats and standards.
Designing, approving, and evaluating all training programs, and training materials.
Serving as the subject matter expert for quality monitoring criteria.
Understanding and owning the controllable elements of contact quality & compliance metrics for outsource as well as in-house agents.
Creating operational plans to support peak ramp up and down as well as readiness for business launches from a quality standpoint.
Improving the productivity of the quality team by reviewing ongoing processes, improving deliverables and involving in automations like Machine Learning, Speech Analytics etc.
Acting as the quality representative for business teams to understand the voice of the customer or partner in key process or policy changes.

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