Chief Supervisor- Customer Happiness Centers

Roads and Transport Authority; Abu Dhabi; On-site; AED 167,000 - 223,000; Full time

Job summary

Roads and Transport Authority in Abu Dhabi seeks an Operations and Strategy specialist to drive performance at Customer Happiness Centers. You will help develop the operational plan, support service quality initiatives, and align center activities with regulatory benchmarks.

You will supervise front-office activities, ensure smooth procedures across centers, analyze customer feedback, and lead data-driven improvements. A degree is required with 0+ years (master) or 2+ years (bachelor).

Qualifications

• Bachelor's or Master's degree in a relevant field.
• 0+ years with a master's degree; 2+ years with a bachelor's degree.
• Strong communication and customer service ethos.
• Experience or familiarity with service center operations and compliance.

Responsibilities

• Support front-office staff supervision and coordinate daily activities to ensure prompt, courteous, and accurate customer service.
• Organize and maintain work procedures at the centers in line with RTA policies and procedures, collaborating with all departments.
• Assist in preparing and qualifying customer service staff according to the Authority's Charter and Customer Service Manual.
• Receive and process customer service requests, working to achieve high customer satisfaction.
• Oversee financial collection processes, reconcile daily records, and handle funds properly.
• Help manage delivery of lost and found items following approved procedures.
• Review and analyze customer feedback and reports to identify areas for service improvement.
• Conduct audits on customer waiting times and implement corrective actions as needed.
• Maintain accurate records for special services and procedures affecting service quality and center image.
• Assist in preparing and tracking KPIs for the centers and reception areas, monitoring performance against targets.
• Support development and follow-up of preventive plans to avoid operational errors and duplication.
• Help implement staff motivation and skills development programs to improve service delivery.

Skills

Communication

Customer service

Data analysis

Operations management

Regulatory compliance

Problem solving

Stakeholder relations

Education

Bachelor's or Master's degree in relevant field

Job description

Job description

Strategy

• Help develop and implement the operational plan for the Customer Happiness Centers, setting clear performance goals aligned with department objectives.
• Support initiatives to improve service quality, customer reception, and overall center performance, including participation in employee recognition programs like the Best Center award.
• Assist in developing work plans and initiatives to meet international star rating requirements, including capacity and demand studies.
• Help prepare customer preference reports based on approved classifications and use these insights to improve center performance.
• Coordinate with relevant departments to design and develop the customer journey related to Customer Happiness Centers.

Operations

• Support front-office staff supervision and coordinate daily activities to ensure prompt, courteous, and accurate customer service.
• Organize and maintain work procedures at the centers in line with RTA policies and procedures, working closely with all concerned departments and institutions.
• Assist in preparing and qualifying customer service staff according to the Authority's Charter and Customer Service Manual.
• Receive and process customer service requests, working to implement them to achieve high customer satisfaction.
• Oversee financial collection processes, ensuring fees collected match system records, reconciling amounts daily, and handing over funds properly.
• Help manage delivery of lost and found items following approved procedures.
• Review and analyze customer feedback and reports to identify areas for service improvement.
• Conduct audits on customer waiting times and ensure corrective actions are taken when needed.
• Maintain accurate records for special services, operational procedures, and mechanisms that affect service quality and center image.

Product/Process Improvement

• Assist in preparing and tracking KPIs for the centers and reception areas, monitoring performance against targets.
• Support the development and follow-up of preventive plans to avoid operational errors and duplication.
• Help implement staff motivation and skills development programs to improve service delivery

• Bachelor's degree/master's degree in relevant field
• 0+ years in case of master's degree (2+ years in case of bachelor's degree)
• Positive attitude with the ability to foster productive working relationships
• Commitment to customer service and responding effectively to customer needs
• Ability to execute tasks efficiently while maintaining service quality standards

• Strong verbal and written communication skills

  
  
• Experience in complaint resolution and escalation handling processes
• Good understanding of customer experience standards and service excellence practices
• Familiarity with service center operations management
• Ability to support service evaluation and continuous improvement initiatives
• Working knowledge of core data analysis and reporting techniques
• Experience in customer data analysis and insights management
• Understanding of knowledge and innovation management practices
• Familiarity with relevant regulatory standards and compliance requirements
• Working knowledge of systems and application management