SCS Contact Center Manager

Job Description

The social beneficiaries program provides a unique opportunity to help the Kingdom of Saudi Arabia achieve change in the way its vulnerable citizens are supported by the Government. The review of the social beneficiary framework in KSA is a key pillar of The Vision 2030, the Kingdoms nation-wide reform agenda.Responsibilities

• Designs and implements strategies for the Social Case Survey program in support of optimizing the interaction between the program and the customers
• Develops policies and processes to be followed by our customers as well as internal tracking and reporting mechanisms.
• Organizes, plans, and monitors social media channels in support of optimizing the interaction between the project and customers.
• Manages customer experience staff that monitors social media and learns about the customer experience through ?social listening and use of other digital tools.
• Identifies trends that could be leveraged to improve the customer experience.
• Manages, trains, motivates and coaches a team of customer service agents
• Manages the customer complaint process, ensuring open channels of communication with customers, ensuring robust complaint processes are in place and acting as escalation point for difficult customer services complaints.
• Manages the safeguarding practices which involves establishing policies and procedures designed to protect vulnerable clients as well as staff, including managing safeguarding incidents in real time.
• Continuously review and improve safeguarding policies and practices that take into account the views, wishes, feelings and beliefs of customers, family and community members.
• Manages safeguarding staff whose role it is to ensure safeguarding practices and policies are followed.
• Manages safeguarding instances and conducts post-incident reviews to discover lessons learned and identify improvements to the safeguarding policies, procedures and trainings.
• Works closely with the field operations management and teams to embed changes to process.
• Develops strong working relationships with the Client Relationship Manager.
• Develops marketing collateral in conjunction with the Client Relationship Manager, marketing and the Client Representative designed to educate and demystify the home visit process where data is collected for benefit eligibility determination.
• Responsible for providing input into the Continuous Improvement Process by analyzing customer experience and stakeholder feedback to identify process improvement recommendations.
• Follows up on actions identified in meetings with both Maximus team members and MHRSD representatives.
• Produces and disseminates weekly reports.
• Produces comprehensive customer services reporting, and continuous improvement plans.
• Inputs into the program risk register and raises risk internally within Maximus, ensures SMEs identify solutions to risk and reports back to the project leadership on risk mitigation strategies and actions.
• Builds awareness of current industry trends to identify developments in customer experience strategies.
• Ensures they are smartly dressed at all times, works in line with Maximus values, complies with the Maximus Code of Conduct, Guiding Principles and upholds ethical behavioural standards.
• Acts at all times within the company policies and procedures.
• Works to the highest quality standards.
• Complies with the Maximus security and privacy policies to ensure customer data, confidential data and personal information is always dealt with in a confidential and secure way, and our obligations around this are maintained.
• Carries out all duties in a safe and proper manner in accordance with the companys Health and Safety and Safeguarding Policies.
• Deals with any other tasks, as and when required, appropri

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