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Job description / Role
Manager - Contact Centre - Casual Dining Delivery - Kuwait
The Role:
As Contact Centre Manager you will direct a team to deliver a consistently high-quality and effective level of contact interactions with customers by phone, email, web and SMS. You will report Contact Centre activities and assigned project updates to management on a regular basis, work closely with management to assign team and department goals, and personally ensure your team achieves those goals in order to realise the management vision. You will also provide continuous analysis of current policies, procedure manuals, and work instructions, and recommend enhancements and changes when needed.
Your other responsibilities will include:
* Analysis of call volume on a continuous basis, keeping your Line manager informed of call volume changes
* Recommending if and when more staff are required, or if a change of process will assist in meeting Service Level Agreements (SLA's)
* Assuring that agents/Supervisors adhere to the highest standard of punctuality
* Designing an appropriate evaluation method in order to measure and review team performance on a regular basis
* Developing current technologies and identifying new technologies to incorporate
* Creating motivational activities that reward top performance amongst your staff
* Promoting Alshaya's Vision and Values.
Requirements
* 3 - 5 years experience in a similar role.
* Contact Centre management experience (including telemarketing)
* Good English and Arabic skills.
A background in Restaurant Operations or Food Delivery is absolutely essential.
About the Company
As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.
Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.
Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.
From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.