Head of Online Care

Job description / Role

Our client are a huge multinational brand who are opening up an office in Dubai to bring an exciting new product to the Middle East Market. They are recruiting a Head of Online Care to manage a large team of care reps, supervisors and senior managers. The role offers the successful candidate an exciting opportunity to join one of the largest and most interesting global brands available in the Middle East.

Core functions of the role will include -

- To provide leadership and guidance to the digital care team.
- Plan and manage contact center/ validation center operations and activities to ensure that a professional level of service is being offered to customers, in line with the company brand requirements and business objectives.

A salary of up to 34,000 AED plus benefits will be offered to the successful candidate

Requirements

Education
- Bachelor or Masters degree in Business Management or distinguished experience with additional further training courses in customer experience/ customer relationship man-agement

Professional qualification
- A minimum of 10 years management responsibility
- Extensive experience in Telecommunications, BPO’s/ contact centres, customer experience management & Omni-channel service delivery
- Sound knowledge in digital care/ self-care platforms management
- Sound knowledge of customer satisfaction management and NPS programs
- Experience in managing BPO’s

Other skills
- Possess a strong performance- and results orientation
- Able to apply high level analytical and creative problem-solving skills
- Excellent communication and analysis skills
- Creative, flexible, resilient and fun to work with
- Fluent in English. Arabic language fluency is a plus.

About the Company

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:

Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal

The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.