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Engagement Center Manager

1.00 to 10.00 Years   Dubai, United Arab Emirates   08 Mar, 2023
Al Futtaim Group
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryAccounting
Functional AreaNot Mentioned

Job Description

UAE National | Engagement Center Manager | Al Futtaim Group | Automotive | DubaiOverview of the roleSupport the Al-Futtaim Automotive brands in the provision of outstanding levels of Customer Experience to all Al Futtaim customers who make contact through any of our channels of communication.Provide support to the dealer Sales and After Sales network in handling customer inquiries to do business with the group and improve operations to function within best practise for customer care.Be the POC between Al-Futtaim Automotive Contact Centre in UAE and Egypt and ensure seamless information and update exchanges between teams within Al-Futtaim Automotive and along with support functions to ensure KPI?s & Objectives are seamlessly delivered as per the MSA and SOW on an ongoing basis.ÿÿWhat you will do :

  • Generate efficiencies by managing resources through a multichannel environmentÿagent Productivity Utilization
  • Manage cost per interaction through systems and process enhancementÿ
  • Nurture and manage business opportunities to develop and increase the sales and aftersales influx into the automotive network oversee a continuous transformation in systems and process to upskill associates in delivering business excellence
  • Develop employee engagement strategy and succession planningÿ
  • Develop a skills-based matrix to upskill associates in delivering business excellence repeat calls
  • Accountable for the customer experience and quality delivery by the engagement centre environmentÿ
  • Increase Nationals workforce in the engagement centre
  • Drive projects on Metric Improvement, Digitization Of Existing Processes

Keyskills :

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