Section Manager Regional Customer Contact Center

Job Title Section Manager Regional Customer Contact CenterDepartment: Customer Excellence (CQ)Function: Section Manager RCCCLegal Entity: NMEFLocation: Dubai UAELevel: EVP - 7Direct Manager: DGM - Customer QualityManagers: Manager DGM - Customer QualityFunctional Reporting: GM Customer ExcellenceMission & Main ObjectivesSupervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customersEnsuring resolution of customer concerns following defined NMEF - NSC complaints management and escalation processes;Track, escape and manage Connected Car Services (CCS) complaints and issuesProblem solving resource and support in coordination with related NMEF / I-ME and NSC functionsSupport Voice of Customer issues such as tracking and resolution of Hot Alert CasesDevelop update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITIRelay related customer inquiries to respective RBUs / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales Aftersales and other business opportunity related inquiriesMonitor and deliver (if necessary) brand product and process related training for RCCC agentsMain tasks and responsibilities (Scope : tasks related to both NISSAN and INFINITI)Design and manage the complaints management and escalation process internally and across the NSCsManage the RCCC team performance and daily operations headcount planning and scheduling achievement of related KPIS and reports; manage agent training needs;Managing RCCC agent operation Quality such as agent success as team leader daily performance priorities validate quality listening to agent calls keep track of daily received cases; and manage agent and NSC queriesPrepare management reports relative to call center performance and operational improvementsDesign, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.Lead the call center agents for cross-functional support from various departments involved in the problem resolution processAdminister Sales Force utilization for RCCC which includes creation of reporting templates managing users system training process mapping dashboard creation and report generationMonitor QVOC tool for hot alerts and pending casesKeep track and update RCCC knowledge files for referenceHandle and support all related CCS cases escalated as required through the prescribed CCS escalation channel generate CCS related reports and attend regular meetings with SDSM and related functions involved with CCSAttend Regional calls to identify best ideas to enhance RCCC operational performanceImplement new technology tools processes or workflows to enhance efficiency and customer experienceCountry SpecificsNISSAN : NMEF marketsINFINITI : I-ME MarketsKPIsCase resolutionCase closureHot alert closureCase closure satisfactionBACKGROUND & SKILLS REQUIREDBackground & Experience (years)Specific technical skillsAutomotive Call Center Operations or CRM background;Arabic speaker;Leadership experience in previous role and advantageCompetency in various software applications (Salesforce excel ppt)Behavioural Competencies RequiredEmphathetical and Customer service orientedAble to work with multiple cross functional teamTeam ManagementResults drivenDubai United Arab EmiratesRequired Experience:Manager#J-18808-Ljbffr