Majid Al Futtaim
Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 48,000 people, revenues of over US$ 11 Billion, and operations in 18 countries.Role Summary
The Regional Contact Center Manager will drive and facilitate service excellence by adopting best practices within the contact center. This role involves identifying process gaps to create a seamless customer experience and managing coaching activities to reinforce strengths and address weaknesses across various sections of the Contact Center department.
Role Profile
Review and analyze workforce management data to consistently adhere to group quality standards.
Maintain strong relationships with third-party outsourced partners.
Calibrate services between external and internal customer care staff.
Provide regular feedback and reports to the Country Head of Customer Care to optimize resourcing decisions.
Offer guidance to team leads on the supplier side to consistently achieve agreed service level targets cost-effectively.
Control the Contact Center’s cost efficiency, ensuring optimal levels of efficiency for first contact operations.
Confidently use all CRM and e-commerce systems to accurately record notes on orders and cases for all incoming and outgoing contacts.
Collaborate closely with other internal departments to resolve issues affecting customer orders or returns, ensuring a seamless shopping experience.
Requirements
Bachelor’s degree in Business Management.
7 years of experience in managing Customer Care.
Proficient with communication tools such as Ziwom, Zendesk, Genesis, etc.
Previous CX experience is a plus.
What We Offer
At Majid Al Futtaim, we aim to create memorable experiences that spread happiness and stay with you for a lifetime. Over the past 27 years, we’ve built a reputation as a regional market leader. Join us and enjoy:
The ability to work from any country in the world for 30 days a year.
A friendly work environment where everyone shares positive vibes and excitement about our future.
Collaboration with over 50,000 diverse and talented colleagues, all guided by our Leadership Model.