Customer Service Section Head
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الوصف الوظيفي manage and establish and implement policies and procedures in order to maximize and continuously improve customer service operations. KEY ACCOUNTABILITIES Managerial Responsibilities Provide day-to-day management and supervision to section heads and direct reports and support them in achieving their operational objectives. Supports in monitoring KPIs relevant to the area to control the performance against objectives and targets. Ensures the policies and procedures are created, implemented and aligned to the corporate policies Prioritizes and supports in allocating budgets and resources Actively manage talent management programs in own department to maximize employee performance and development. Functional Responsibilities Set the department’s strategic objectives and operational plans, and ensure the cascading of such to employees’ individual objectives. Direct the department’s budgeting process and provide the function head with the department’s budget forecast. Monitor performance against budget and address variances. Manage the development of policies, procedures, processes and standards for all customer service channels in coordination with related functions. Manage the development of different and new ways that enhance customer interaction and implementation of the necessary training to ensure the readiness of customer service team. Lead the design of setting KPIs process in which customer service channels are to preform upon to ensure the high performance and efficiency. Manage the ways to monitor and report customer channel performance, identify gaps and propose corrective actions in coordination with related departments. Participate in the selection of vendors/ contractors process through attending meeting, proposing evaluation criteria and recommending the suitable one. المهارات BA/BS Degree in Business Administration or equivalent. Minimum Experience: 8+ Core Competencies: Customer Focus - Identifying and Anticipating Customer Needs Teamwork - Delivering Information and Assistance Effective Communication - Attentively Listening Problem Solving - Defining a Problem Results Orientation - Setting Goals تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/customer-service-section-head-4314663/ |
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