Call Center Senior Manager – Jeddah (Female) – FEDEX Express

• Manages a team with responsibility for the delivery of effective customer relationship management across a range of Customer Experience functions (call handling, problem resolution, claims etc.). Uses approved tools and best practice methods to recruit, develop and manage individual and team performance in accordance with established standards. Includes providing guidelines, support and coaching for employees with welfare problems that impact work or managing established processes to recover required performance levels.

• Participates in the implementation phase of Company projects. Uses approved change management methods and tools to achieve required results. Performs defined bench-marking and participates in approved initiatives for best practice replication.

• Develops and maintains a clear understanding of Customer Experience and operational targets. Adapts the day to day operation to optimize goal achievement. Involves collaboration with other Managers to achieve broader departmental goals and timely escalation of serious issues.

• Develops a good knowledge of the Company business (tactics, services, key processes, departmental systems and tools etc). Builds a level of industry knowledge to ensure a general understanding of technical advances in telephony enhancements and Customer Experience measurement. Builds effective alignments with the local Management Team, local Customer Experience Teams, in order to share relevant knowledge, agree requirements and resolve issues. Ensures learning materials are accurately maintained and shared within the team and with relevant others.

Job Details

Date Posted: 2017-10-05
Job Location: Jeddah , Saudi Arabia
Job Role: Management
Company Industry: Support Services
Joining Date: 2017-11-01

Preferred Candidate

Career Level: Management
Gender: Female
Nationality: Saudi Arabia
Degree: Bachelor's degree

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