Customer Care Manager

The customer care team leader is responsible for coordinating and supervising all the customer care team’s activities to ensure the consistent delivery of high quality customer care and a high level of customer satisfaction. 

Responsibilities

• Act as a self-starter and an action taker to achieve preset goals.
• Ensure the availability of the required tools, resources, and information to enable the CSR Team to perform their job effectively.
• Improve and enhance communication channels within the team to ensure adequate update of information and data.
• Report to higher management levels about the operations and performance of the customer care team..
• Monitor customer service KPIs of his/her team and intervene to correct any deviation from the required service level.
• Coach and provide team members with relevant feedback on team performance progress and ensure team satisfaction and development.
• Ensure the team members are able to meet the required levels of productivity, quality and performance.
• Monitor workload and take appropriate actions to ensure the required service level is consistently met.
• Evaluate the customer care tools and processes and take whatever action is required to ensure continuous service level enhancement.
• Support team members and participate in supporting customers to ensure satisfactory service levels whenever the need arises.
• Review monthly team performance and initiate required action to enhance performance when necessary.
• Respond to customer questions, complaints, and suggestions when escalation is required.
• Conduct team meetings and one on one sessions on a regular basis.
• Generate, escalate any reports to the client (when necessary).
• Manage the real time performance.

Qualifications

• 3 - 5 years of experience with a minimum of 2 years in the Call Centre industry.
• People management experience is a plus (for at least 3 performance cycles for a team of at least 15 agents)
• Bachelor's degree in a relevant field.
• IT Skills: Good knowledge of Linux, Windows operating environment, Word, Excel & PowerPoint
• Languages: Very Good command of Arabic and English (oral/written).
• Ability to work a full-time shift schedule including nights.