Digital Care Manager

Please go through the KPI's before applying.

Once you submit your application you will be invited to take the competency based chat interview. This is a critical pasrt of your application to be processed. So please take your time while doing your competency based Chat Interview.

Key Accountabilities

• Develop the strategy for the Digital Care both short and long term, aligned to the overall organisation strategy.
• Develop and create customer access channels ensuring that it is at the leading edge of digital service delivery by utilising effective technology-based infrastructure.
• Establishes sound and effective relationships with other departments and develop with that department SLA’s to ensure efficient resolution of all customer requests or complaints.
• Drive the development and implementation of best digital practices in Contact Centre operations and ensures KPI’s are set and achieved.
• Reviews reports on customer behaviour as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms, and input into the development and implementation of an improvement roadmap.
• Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.
• Provide daily, weekly, and monthly reports/feedback to management as related to digital care operations and self-care performance.
• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs and provide an on-going methodology for measuring customer experience.
• Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations.
• Implement and deploy new technologies, service delivery channels and self-care channels to maximize operational efficiencies.
• Drive the development of a resources plan for optimal performance for both short-term and long-term requirements and ensure there is a supporting recruitment plan in place.
• Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all digital multi brand products and services and problem resolution.
• Lead employee engagement and recognition initiatives to drive performance and productivity.
• Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.
• Ensure the department budget is planned, monitored, and controlled effectively.

Qualifications

• Bachelor or master’s degree in business management or distinguished experience with additional further training courses in customer experience/ customer relationship management.

Experience

• A minimum of 10 years management responsibility
• Extensive experience in Telecommunications, BPO’s/ contact centers, customer experience management & Omni-channel service delivery
• Sound knowledge in digital care/ self-care platforms management
• Sound knowledge of customer satisfaction management and NPS programs
• Experience in managing BPO’s

Skills

• Possess a strong performance- and results orientation.
• Able to apply high level analytical and creative problem-solving skills.
• Excellent communication and analysis skills.
• Creative, flexible, and resilient.
• Fluent in English. Arabic language fluency is a plus.