Digital Care Manager

Emirates Integrated Telecommunications Company; Dubai; On-site; AED 350,000 - 650,000; Full time

Job summary

Emirates Integrated Telecommunications Company seeks a senior executive to lead Digital Care across the organisation, shaping long-term strategy and multi-channel service delivery in Dubai. You will drive KPI alignment, implement self-care platforms, and collaborate with marketing, IT and operations to improve customer experience.

The role requires extensive telecom / BPO leadership experience, strong analytical and communication skills, and fluency in English (Arabic a plus).

Qualifications

• Bachelor or master’s degree in business management or distinguished experience with CX training.
• Additional training in customer experience/CRM encouraged.

Responsibilities

• Develop the strategy for Digital Care aligned to the overall organisation strategy.
• Develop and create customer access channels ensuring leading-edge digital service delivery by using technology-based infrastructure.
• Establish relationships with other departments and develop SLAs to ensure efficient resolution of customer requests or complaints.
• Drive the development and implementation of best digital practices in Contact Centre operations and ensure KPIs are set and achieved.
• Review reports on customer behaviour to identify improvements to service quality via mobile apps and self-care platforms; input into improvement roadmap.
• Implement and measure target productivity, quality indicators, and overall performance against objectives.
• Provide daily, weekly, and monthly reports to management related to digital care and self-care performance.
• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs.
• Overall management of day-to-day operations of digital care ensuring department meets expectations.
• Implement and deploy new technologies, service delivery channels and self-care channels to maximise operational efficiencies.
• Drive development of resource plan and recruitment plan for short- and long-term needs.
• Ensure availability of training for digital care staff to stay updated on digital multi-brand products and services.
• Lead employee engagement and recognition initiatives to drive performance.
• Manage and develop staff to ensure high level of operation at all times.
• Ensure the department budget is planned, monitored, and controlled.

Skills

Performance orientation

Analytical skills

Communication skills

Creative problem-solving

Fluent English

Education

Bachelor/Master in business management

Job description

Please go through the KPI's before applying.

Once you submit your application you will be invited to take the competency based chat interview. This is a critical pasrt of your application to be processed. So please take your time while doing your competency based Chat Interview.

Key Accountabilities

• Develop the strategy for the Digital Care both short and long term, aligned to the overall organisation strategy.
• Develop and create customer access channels ensuring that it is at the leading edge of digital service delivery by utilising effective technology-based infrastructure.
• Establishes sound and effective relationships with other departments and develop with that department SLA’s to ensure efficient resolution of all customer requests or complaints.
• Drive the development and implementation of best digital practices in Contact Centre operations and ensures KPI’s are set and achieved.
• Reviews reports on customer behaviour as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms, and input into the development and implementation of an improvement roadmap.
• Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.
• Provide daily, weekly, and monthly reports/feedback to management as related to digital care operations and self-care performance.
• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs and provide an on-going methodology for measuring customer experience.
• Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations.
• Implement and deploy new technologies, service delivery channels and self-care channels to maximize operational efficiencies.
• Drive the development of a resources plan for optimal performance for both short-term and long-term requirements and ensure there is a supporting recruitment plan in place.
• Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all digital multi brand products and services and problem resolution.
• Lead employee engagement and recognition initiatives to drive performance and productivity.
• Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.
• Ensure the department budget is planned, monitored, and controlled effectively.

Qualifications

• Bachelor or master’s degree in business management or distinguished experience with additional further training courses in customer experience/ customer relationship management.

Experience

• A minimum of 10 years management responsibility
• Extensive experience in Telecommunications, BPO’s/ contact centers, 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

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, and resilient.
• Fluent in English. Arabic language fluency is a plus.