CRM Team Leader

Job description / Role

Purpose: Supervises day-to-day operations and activities of the Contact Centre to ensure that executives are following the company's standards in handling customers' enquiries, recording customer satisfaction surveys and responding to customers’ feedback and complaints. This role is also responsible for communicating customers’ evaluation, complaints and suggestions regarding sales and services to the concerned business management and recommending improvements for maintaining and enhancing customer experience and satisfaction.

KEY ACCOUNTABILITIES:

Operations
- Updates the contact centre “Knowledge Base” by documenting different call scenarios, corresponding routes, solutions and escalation levels for all incoming and outgoing interactions based on the industry standards and customer feedback to ensure that a standardized, consistent and efficient phone, SMS, email or web chat experience is being delivered to the customers every time.
- Creates and update templates for all incoming and outgoing written communications with the customers (e.g. emails, SMS and faxes regarding information requested or action suggested) to ensure a standardized and consistent response every time.
- Monitors and delegates the daily call load and achieved SLA's across all the managed channels: phone, email, web chat and social media to ensure agents are adequately assigned and avoid any negative customer phone experience.
- Creates call scripts for incoming and outgoing customer interactions and get the same verified and confirmed by contact centre assistant manager
- Creates and continuously updates the contact center business rule and procedures and processes to ensure consistency of provided experience and full alignment with other operations of the company.
- Ensure the team’s product knowledge is up-to-date with necessary highlights by conducting necessary briefings regularly which will be examined through bi weekly quizzes.
- Reviews daily performance for each executive to ensure that individual targets are met
- Orients new hires on all contact centre tasks including SIMS and Altitude to ensure maximum productivity

Reporting
- Conducts analysis on weekly/monthly basis, regarding the response time of CRM department and other business units in resolving customers’ complaints-/queries and forwards a report to the company's senior management to ensure that continuous efforts are made in improving process efficiency and enhancing customer satisfaction.
- Prepares complaint report draft and share it with the contact centre assistant manager on quarterly basis
- Compiles the “Customer Satisfaction Surveys” (department and employee wise) by preparing a monthly report and forwards it, to the concerned business management so the ratings and customer feedbacks can be used in evaluating sales/service staff/unit’s performance and their adherence to the customer related standard processes, in order to enhance customer satisfaction.
- Generates daily, a “Pending Customer Complaints report” and shares it with the concerned agents and departments to ensure that the complaints are answered within the time stipulated by the company's SLA.

Quality Checks
- Creates and maintains primary database of "prospects" for various divisions from latent market sources, different websites and SMS responses in order to decrease dependency on third party database suppliers and increase direct marketing campaigns effectiveness in terms of response rate.
- Creates and updates a scoring template for both outbound and inbound calls to measure CRM executives’ performance and score them against the same
- Performs random audits; by checking database and calling customers, to ensure that an accurate data has been recorded and is available for use for direct marketing activities.
- Analyzes regularly 5 to 10% of interactions against scoring templates of both inbound and outbound interactions so that CRM executives can be assessed and training programs can be designed for new and existing staff to ensure continuous quality improvement.
- Provides the executives with regular feedback coaching sessions to ensure consistency in handling and continuous improvement

Staff Management
- Prepares and reviews weekly/monthly “Agent’s Productivity Reports” to assess performance levels and plans corrective action by extending support, training and guidance so that the department objectives and targets are met efficiently.
- Prepares and reviews weekly/monthly “Agent’s Attendance Reports” to closely monitor attendance and assess punctuality of executives
- Supports CRM executives in handling interactions with difficult customers or that require in-depth knowledge about the company's products/services so the satisfaction of the customers is ensured at all times.
- Sets volume targets for the executives and creates the weekly/monthly attendance schedule to ensure that the call center is adequately manned at all working hours in liaison with the contact centre assistant manager

COMMUNICATIONS & WORKING RELATIONSHIPS

Internal
- Communicates on a daily basis with the CRM executives for assigning day-to-day tasks and pertaining matters and escalate issues to the contact centre assistant manager when needed
- The job holder communicates on a daily basis with the contact center Assistant Manager and business units
- Contact Centre Assistant Manager on department’s deliverables, budgeting and system enhancement requirements.
- Contact Centre Assistant Manager for survey statistics, customer’s complaints and solutions.
- IT department regarding technical requirement and reports design.
- Brand management for product related trainings and updates for the team.
- The training department to check upcoming trainings and nominate attendees.

External
- The job holder is responsible to communicate with the customers being escalated by the executives.
- Ongoing communication with the vendors/suppliers providing current or future solutions for training, continuous support and new offerings.

Requirements

- High School Diploma
- Minimum 3 years of experience as a Call Centre Agent or 1 year experience as Team leader or supervisor.
- Strong command over MS Office.
- Knowledge of prioritization, supervision of workload effectively
- Fluency in spoken and written Arabic, English
- Analytical & problem solving skills.
- Delegation and team motivational skills.
- Ability to Analyze large amount of data to identify trends and present solid recommendations
- Ability to make quick decisions based on operational alerts.

Behaviour Competency:
- LEVEL 3

About the Company

Ahmed Seddiqi & Sons is a family owned entity with a large portfolio of Swiss Watch brands. Thanks to its brand strategy and the vision of the late Mr. Ahmed Seddiqi, Ahmed Seddiqi & Sons has enjoyed a steady expansion since its inception in the late 1940s.

At the group, we believe that each employee contributes to the growth and success of the company, and this is evident with the strong and loyal workforce of 480 plus employees, some of whom have been with the organization since 1968.

Ahmed Seddiqi & Sons is the largest distributor of Swiss Brand watches in the Middle East. We offer world-class and exquisitely designed watches and jewellery. From a humble beginning of a single store in 1950s, today Ahmed Seddiqi & Sons portfolio consists of over 50 prestigious brands across 52 locations in the UAE.