Service Desk Manager (UAE National)

Cooper Fitch

UAE

Ref: GP932-1146

Job description / Role

Employment: Full Time

• Manage the daily operations of front office, in order to ensure premium customer inquiries, complaints and requests are attended in timely manner with high customer satisfaction rate.
• Review daily, weekly, monthly and quarterly reports with the internal and external partners in order to ensure that the agreed KPIs are on track.
• Create the required dashboards and report in order to provide the management and relevant stakeholders with full visibility about KPI performance, risks and challenges that facilitate decision making.
• Develop operational objectives and work plans at the beginning of every week/month with partner’s managers in order to improvement customer experience and satisfaction such as increase FCR rate, increasing NPS score, reduction number of trouble ticket, reduce demand Work closely with the Planning Team and the Operation Partners in order to ensure proper demand forecasting and resource planning to achieve the business objectives and customer experience.
• Develop, facilitate and track implementation of in-house or partner’s training modules in coordination with Training Team to fulfil identified gaps or area of improvements in order to enhance the overall customer experience.
• Work closely with all support units SPOCs on regular basis to ensure that all front line agents have the required access, all applications are performing as expected, and Knowledgebase system is up to date with all the required materials in order to ensure smooth and seamless operations.
• Manage and monitor customer escalations against Premium Contact Center agents via multiple escalation channels in order to identify misbehavior, process gaps and take the required action to fix the root causes.
• Manage end to end the assigned projects by line manager in order to ensure that all the milestones are properly tracked and maintained. Any risk or challenges should be properly highlighted on timely manner to the line manager with appropriate recommendations o

Requirements

• University Qualifications: Must Possess a Bachelors degree
• Other certifications obtained: N/A
• Nature and length of previous experience: 2 years experience as Help Desk/Customer Care Manager/Team Lead
• Soft Skills and Personality traits: Leadership Ability
• High Customer Service Skills
• Age Range: 24 - 40
• Nationality Preference: United Arab Emirates
• Language Fluency: Arabic and English is Essential
• Current Location: UAE

About the Company

At Cooper Fitch, we put the customer at the heart of everything we do. We provide recruitment, executive search and human resources advisory services to thousands of clients across the Middle East, we have been delivering services in the region since 1997. Our team is your team, we firmly believe in delivering first class committed search services. It is our mission to help build the best talent in the market. Our services are tailored to your every need, we have spent nearly twenty years developing an extensive database of top tier talent in the region. We also aim to help you protect and retain your people with our world-class assessment, testing and advisory facilities. We provide both valuable market updates and compensation and benefits analysis to complete the full spectrum of human resources services.

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