Engagement Center Manager | Automotive Business | Dubai

الوصف الوظيفي
Job Role:

This role is required to support 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.
As part of the Organisational Design Changes it was agreed to replace the former GM and Head of Operations of the CEC by Operations Managers who will provide support to the dealer Sales network in handling customer inquiries related to Sales Leads in order to do business with the group and improve operations to function within best practise for customer care.
This follows the wider strategy to optimise the handling of all outbound activities by coordinating them centrally from within the CRM Team.

Key Responsibilities:

Generate efficiencies by managing resources through a multichannel environment
Manage cost per interaction through systems and process enhancement
Nurture and manage business opportunities to develop and increase the Sales Lead influx into the automotive network and corresponding conversion
Manage the continuous transformation in systems and processes to upskill associates in delivering business excellence
Ensure execution of employee engagement strategy
Continuously monitor outbound call performance and optimise their success
Accountable for the delivery of the agreed customer experience and quality standards by the engagement centre environment
Develop UAE Nationals and upskill in order to ensure progression opportunities

المهارات
SPECIAL SKILLS AND ABILITIES REQUIRED:

People Management
Analytical skills
Communication / Interpersonal skills
Organizational skills

EXPERIENCE:

3 to 5 years customer service experience.
3+ years management experience, supporting a group of plus 100 seats.
Experience in planning and managing Sales and Incubation activities in a call center environment.
Experience with Change Management efforts at the program and project level
Strong people management and communication skills demonstrated through past experience and results.
Demonstrated ability to work successfully in complex and emerging business and project areas with areas of gray.
Demonstrated ability to appropriately challenge and push for results
Process mapping experience
Strong collaboration with MIS and WFM functions in a call center environment

COMPETENCIES:

Influence management positions without direct authority
Ability to work independently with high credibility
Mastery of interpersonal skills to drive change with and without direct authority in a win/win framework.
Strong communication skills with Sr. Management
Strong analytical skills, with the ability to create simple but compelling call to action based on the data
Ability to appropriately challenge and push for results

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة المحاسبة
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الإدارة
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 3
منطقة الإقامة الإمارات العربية المتحدة

https://www.bayt.com/ar/uae/jobs/engagement-center-manager-automotive-business-dubai-4347132/