About the job SERVICE EXCELLENCE MANAGER
Position - SERVICE EXCELLENCE MANAGER
Nationality - Open
Salary - Between AED 10000 to AED 12000
Gender - Male
Education - Any Graduate
Contract - 3 month ( Permanency based on the performance)
Visa - Own Visa or Employment Visa with NOC is preferred however relevant candidates will be sponsored by Innovations Group
Joining - At the earliest
A Service Excellence Manager has to make sure that the team does its best to meet customer needs by giving helpful tips on a product, making recommendations on how to resolve customer issues, taking orders and facilitating returns, troubleshooting problems and answering complaints.
Manager has to make sure to translate all the queries to technical team clearly to set up the system and for smooth process.
Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
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 contact center.
Proven experience of managing a contact center and first line managers.
Should have experinec of managing a team of call center agents preferably in the courier companies, logistics, e-commerce etc.
Should have experience of last mile delivery space.
Able to develop and nurture improved performance across the service. Excellent communication, engagement and development of people skills.
Strong people Management skills.
Ability to mentor, coach and motivate others.
Proficient in MS Office.
Should be technical sound, should understand and able to translate the queries to the technical team without any loose ends.
Should be decisiveness and attention to detail.