لم يعد يتم قبول المزيد من الطلبات لهذه الوظيفة
- Develop and implement the quality and learning management systems for our customer experience department to provide consistent and excellent levels of support to our partners.
- Maintain and develop internal support and contact center quality standards
- Set the quality standards for all customer interactions and develop effective quality assurance & compliance processes
- Implement and deliver coaching and continuous improvement frameworks.
- Manage and update internal knowledge management systems in line with quality standards
- Develop effective onboarding and training content for new and existing CX Advisors
- Organising quality audits, identifying training needs, and analysing results to support the wider operation.
- Creating analytical reports, linking to quality performance and key KPIs to define and implement relevant action plans.
- Ensure all CX team members are aware and trained on all new product launches, business campaigns, and process updates
- Streamline business processes to enhance efficiency
- Work with Customer Experience leadership to develop, execute, optimize and assess CX enablement program
- Work closely with product, sales and product teams to develop content and training strategy for internal staff
- Capture ideas on how to improve our processes, products, and services based on customer feedback.
- In-depth analysis of customer trends, behavior, issues, and presenting findings in a timely manner to all key internal partners.
- Customer-focused attitude
- Exceptional command of the English & Arabic languages
- Excellent verbal and written communication skills
- Demonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-making
- Stellar project management and execution skills to navigate project milestones end to end
- Proven leadership, organizational and team management skills within the domain of customer operations/Technical support management
- Experience within a SaaS/Marketplace environment in preferred
- A good understanding of Service/Quality frameworks like COPC, Six Sigma or others.
- Experience of driving change initiatives in a service-based environment
- Ability to analyze data and understand root causes behind performance metrics
- Demonstrated ability to prioritize and manage a diverse workload of both short- and long-term goals and deliver results in a fast- environment
- Experience communicating and presenting to senior leaders
- A strong leader able to create strong working relationships with customers and internal stakeholders.
- Analytical and process-oriented mindset
- Passionate about organizational and customer success
- Able to adapt and succeed in a changing environment
- A team player who enjoys collaborating with other functions to deliver the best results for the company and the customer
Head of Operational Excellence - Nasr City, مصر - Property Finder
وصف
Head of Operational Excellence
Desired Skills:
Behavioral Competencies