Job closed
Ref: HP341-748
Job description / Role
The Company
Our client, a leading financial services organisation, are looking to hire a senior Customer Service Manager to head up their operation in Sharjah. You will be joining a diverse and dynamic organisation who offer an abundance of opportunities for their staff. You will need extensive experience in running a multi-faceted, multicultural customer operations team with proven ability to achieve and exceed targets.
The Role
* Driving the company vision, ensuring you understand the big picture and organisational strategy
* Optimise operations using data to identify issues, risks and opportunities.
* Constantly reviewing processes ensuring they are as efficient and effective as possible
* Offering new and unique solutions to enhance customer experience
* Devising and implementing new processes, procedures and deliverables, ensuing they are embedded in the team and wider business
* Identify and monitor team KPIs - identifying skills gaps and implementing additional training where needed
* Ensuring compliance with internal and country regulatory policies
* Recruiting, mentoring and developing agents
* Creating and tracking complex reports outlining the productivity of the team
Requirements
The Candidate
* Excellent spoken and written English - any other languages are always a plus
* Extensive experience in a contact centre environment
* At least 3 years leading a diverse customer operations team within the UAE
* Proven experience developing and implementing customer service strategy
Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Pay and salary ranges are dependent upon experience, qualifications and training.
About the Company
Founded in 1948, Robert Half International Inc. (NYSE symbol: RHI) is the world\'s first and largest specialized staffing firm and a member of the S&P 500 index. We are a global leader in professional staffing and consulting services and the parent company of Protiviti, a leading independent internal audit and business and technology risk consulting firm. For 2006, Robert Half International reported revenues of $4 billion and now has staffing and consulting operations in more than 400 locations worldwide.