Multimedia Manager (Contact Centre) - Emiratisation

The Emirates Group; Dubai; On-site; USD 60,000 - 90,000; Full time

Job summary

A renowned group in Dubai is seeking a Multimedia Manager to lead and implement multimedia strategies within their contact centre. The successful candidate will oversee customer service experiences and ensure operational excellence across various multimedia channels including email, chat, and social media. With a focus on delivering high-quality service, this role requires strong leadership and management skills, along with experience in contact centre operations. The position offers a dynamic work environment in one of the most sought-after locations.

Benefits

Tax-free salary

Professional development opportunities

Qualifications

• 8+ years of experience in Commercial/Sales.
• Experience in contact centre operations management.
• Knowledge of contact centre procedures and methodology.

Responsibilities

• Manage and monitor multimedia performance in the contact centre.
• Identify areas for partnership and collaboration to improve customer experience.
• Support multimedia project implementation across global contact centres.

Skills

Team management

Leadership skills

Social media knowledge

Strong people skills

Education

Degree or Honours (12+3 or equivalent)

Job description

As Multimedia Manager(Contact entre), you will Implement the contact centre multimedia (email, chat, social media) strategy in their Contact Centre. Lead business performance projects ensuring multimedia performance and productivity objectives are achieved and support implementation of multimedia projects. Monitor the daily operation performance of all multimedia service channels.

In this role, you will:

• Take direct responsibility for the Emirates customer service experience for transactions handled in their contact centre. Manage and monitor multimedia performance to ensure customer transactions are delivered with the highest level of care, service level targets are achieved and adequate resources are deployed.
• Monitors social media interactions to determine when it is/is not appropriate to engage the brand in customer communications. Escalte service failures, risks/threats and consumer trends to relevant internal stakeholders and collaboratively agrees on how best to engage with customers.
• Benchmark competitor activity to ensure that Emirates multimedia service channels continue to complement our brand strategy and goals. Report on findings on a regular basis to senior management and recommend improvements if necessary.
• Establish contact centre multimedia objectives, performance metrics and targets based on the strategy and KPIs defined by SVP R&CC. Provide fair, accurate and timely feedback to line management on the performance of resources assigned, effectively manage, coach, utilize and support assigned project resources to deliver to the best of their ability on time, budget and scope.
• Implementation of Retail & Contact Centre multimedia strategy. Ensure successful (on time) delivery of assigned projects through coordination with all involved parties including business stakeholders, R&CC management and other Emirates Group departments. Responsible for inputting operational requirements for multimedia platforms. Assist in change management and operational implementation of new technology within the Dubai contact centre.
• Key contributor in defining the non-voice customer experience and adapting the Emirates way of communication for the Contact Centre environment in alignment with the Manager R&CC.
• Establish rules of engagement for Multimedia Quality Officers to manage the Contact Centres multimedia customer experience. Ensure adherence of deliverables as appropriate and this will require an in-depth application of expertise and enagement in specialist areas of multimedia.
• Manages Contact Centre back office team who handle DXB CC reservation queues (schedule change, medical cases, special seating requests, flight confirmations, and proactive dispersal communications to customers).
• Identify areas for partnership and collaboration with other departments to influence and improve customer experience e.g. Skywards, Service Delivery, NCC, Corporate Communications, CASA.
• Support implementation of multimedia projects across other Global Contact Centres where applicable ? such as the launch of Weibo in China. Offer guidance and experience of implementations from the Dubai contact centre programs. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.

As Multimedia Manager(Contact entre), you will Implement the contact centre multimedia (email, chat, social media) strategy in their Contact Centre. Lead business performance projects ensuring multimedia performance and productivity objectives are achieved and support implementation of multimedia projects. Monitor the daily operation performance of all multimedia service channels.

In this role, you will:

• Take direct responsibility for the Emirates customer service experience for transactions handled in their contact centre. Manage and monitor multimedia performance to ensure customer transactions are delivered with the highest level of care, service level targets are achieved and adequate resources are deployed.
• Monitors social media interactions to determine when it is/is not appropriate to engage the brand in customer communications. Escalte service failures, risks/threats and consumer trends to relevant internal stakeholders and collaboratively agrees on how best to engage with customers.
• Benchmark competitor activity to ensure that Emirates multimedia service channels continue to complement our brand strategy and goals. Report on findings on a regular basis to senior management and recommend improvements if necessary.
• Establish contact centre multimedia objectives, performance metrics and targets based on the strategy and KPIs defined by SVP R&CC. Provide fair, accurate and timely feedback to line management on the performance of resources assigned, effectively manage, coach, utilize and support assigned project resources to deliver to the best of their ability on time, budget and scope.
• Implementation of Retail & Contact Centre multimedia strategy. Ensure successful (on time) delivery of assigned projects through coordination with all involved parties including business stakeholders, R&CC management and other Emirates Group departments. Responsible for inputting operational requirements for multimedia platforms. Assist in change management and operational implementation of new technology within the Dubai contact centre.
• Key contributor in defining the non-voice customer experience and adapting the Emirates way of communication for the Contact Centre environment in alignment with the Manager R&CC.
• Establish rules of engagement for Multimedia Quality Officers to manage the Contact Centres multimedia customer experience. Ensure adherence of deliverables as appropriate and this will require an in-depth application of expertise and enagement in specialist areas of multimedia.
• Manages Contact Centre back office team who handle DXB CC reservation queues (schedule change, medical cases, special seating requests, flight confirmations, and proactive dispersal communications to customers).
• Identify areas for partnership and collaboration with other departments to influence and improve customer experience e.g. Skywards, Service Delivery, NCC, Corporate Communications, CASA.
• Support implementation of multimedia projects across other Global Contact Centres where applicable ? such as the launch of Weibo in China. Offer guidance and experience of implementations from the Dubai contact centre programs. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.

Qualification

To be considered for this role, you must meet the below requirement:

• Degree or Honours (12+3 or equivalent) with 8+ years of experience in Commercial/Sales.
  
• Experience of contact centre operations management preferably with experience in non-voice communication.
• Strong people, team management and leadership skills preferably in a multi-cultural environment.
• Strong social media / digital knowledge with an understanding and passion for emerging digital trends and technologies.
• Working knowledge of contact centre procedures and methodology.
• Airline industry experience is a plus.
• Other languages besides English: Arabic written/spoken

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Based in Dubai, the Emirates Group is a highly profitable business with a turnover of approximately US$18.4 billion and over 50,000 employees. The Group comprises of dnata, one of the largest air services provider globally and Emirates airline, the Group’s rapidly expanding and award-winning international carrier. Currently, Emirates flies to over 125 destinations across 6 continents on a modern fleet of 180 wide-bodied aircraft...

Essential to the Group’s ongoing success is the employment of high-quality people who benefit from living and working in Dubai, a modern cosmopolitan city offering one of the most desirable lifestyles in the world. The Emirates Group employees come from over 160 nationalities, receive tax-free salary and benefits package, and are offered professional development opportunities to further their careers with the organisation.