Regional Contact Center Manager Full-time Job

ROLE PROFILE

Review/analyze workforce management data on a regular basis to ensure adherence to the group quality standards are consistently met.

Ensure a good relationship with our third party outsourced.

Responsible of calibrating the service between external and internal customer care staff.

Provide regular feedback and reports to Country head of customer care to ensure optimized decision-making can be undertaken with regards to resourcing.

Help/guidance to team leads in the supplier side to ensure agreed service level targets are consistently achieved in a cost-effective manner.

Assume the key role in the control of the Contact Center cost position by ensuring that the First contact is always running at optimal levels of efficiency and in the most cost-effective way.

Use all CRM and E-commerce systems confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts.

Work closely with other internal departments to ensure issues affecting customer orders or returns are resolved and enable seamless shopping experience.

REQUIREMENTS

Bachelor's degree in business management.

7 years of experience in managing Customer Care.

Understanding of all communications tools such as Ziwom Zendesk, genesis etc.

Past CX experience is a plus.

Founded in 1992, Majid Al Futtaim is the leading shopping mall, communities, retail and leisure pioneer across the Middle East, Africa and Asia.
A remarkable business success story, Majid Al Futtaim started from one mans vision to transform the face of shopping, entertainment and leisure to create great moments for everyone, every day. It has since grown into one of the United Arab Emirates most respected and successful businesses spanning 15 international markets, employing more than 43,000 people, and obtaining the highest credit rating (BBB) among privately-held corporates in the region.
Majid Al Futtaim owns and operates 25 shopping malls, 13 hotels and four mixed-use communities, with further developments underway in the region. The shopping malls portfolio includes Mall of the Emirates, Mall of Egypt, City Centre malls, My City Centre neighbourhood centres, and four community malls which are in joint venture with the Government of Sharjah. The Company is the exclusive franchisee for Carrefour in 37 markets across the Middle East, Africa and Asia, and operates a portfolio of more than 270 outlets in 15 countries.
Majid Al Futtaim operates more than 400 VOX Cinemas screens and 36 Magic Planet family entertainment centres across the region. In addition to iconic leisure and entertainment facilities such as Ski Dubai, Orbi Dubai and Ski Egypt, among others. The Company is parent to the consumer finance company 'Najm', and a Fashion and Home retail business representing international brands such as Abercrombie & Fitch, AllSaints, lululemon athletica, Crate & Barrel and Maisons du Monde. In addition, Majid Al Futtaim operates Enova, a facility and energy management company, through a joint venture operation with Veolia, a global leader in optimised environment resource management. The Company also owns the rights to The LEGO Store and American Girl in the Middle East and operates in the food and beverage industry through a partnership with Gourmet Gulf.