Technical Program Manager jobs in United Kingdom
Program Manager (UAE National Only), Amazon University Talent Acquisition
Stryker Corporation
Program Manager - UAE National, MENA Stores - UFG
Amazon
Educational Leadership Professor & M.Ed. Program Leader
American University of Ras Al Khaimah
Discover more opportunities than anywhere else. Find more jobs nowProgramme Manager, Student Programs - Data-Driven Leader
Amazon Middle East and North Africa FZ-LLC
Lead Barista & Beverage Program Leader
Azadea Group
Room Service Supervisor - The Abu Dhabi EDITION
Marriott Hotels Resorts
Connect with headhunters to apply for similar jobsHead Sommelier – Luxury Wine Program Lead
Kerzner International Management
Senior Data & Digital Transformation Program Lead (BFSI)
TESTQ Technologies Limited
Head Sommelier: Lead World-Class Wine Program
Frantzén Group
Program Quality Lead – End-to-End Vehicle Quality (On-Site)
General Motors
Senior Programme Director - High-Speed Rail PMEC (UAE)
Robert Bird Group
Senior PMO Manager: Process Excellence & Growth
Siemens Energy
Airport BHS/CHS Program Director - ORAT Delivery
Vanderlande Industries GmbH
Strategic Programme Director – Consulting (Dubai/Iraq)
UAE Branches
Airport BHS/CHS Program Director - ORAT Delivery
SD (Middle East) LLC
Executive, Conferences & Events – National Talent (UAE)
Jumeirah Group - Other locations
Executive (National Talent) - Conference and Events - Jumeirah Beach Hotel
Jumeirah Group - Other locations
Voice of Customer Program Manager
Job summary
A customer service organization is seeking a Call Centre Supervisor in Dubai to oversee operations and ensure high-quality customer interactions. Responsibilities include managing team performance, handling complaints, and improving customer satisfaction by enforcing standards and analyzing feedback. The ideal candidate should be fluent in Arabic and English, possess strong analytical skills, and have experience in a similar role.
Qualifications
- 3+ years as a Call Centre Supervisor or Customer Research Specialist.
- Experience managing diverse teams.
- Preference for Call Centre Supervisors.
Responsibilities
- Oversee the overall management of the Call Centre.
- Ensure agents follow the Group’s standards.
- Create and update the Call Centre Knowledge Base.
- Supervise customer communications.
- Process and validate complaints.
- Coordinate actions based on feedback.
- Monitor escalation processes.
Skills
Education
The jobholder is responsible for the overall management of the Call Centre, ensuring agents follow the Group’s standards in recording customer satisfaction surveys and responding to customer needs and complaints. He/she drives the enforcement and enhancement of the Group’s culture of valuing customer feedback. This includes collating, analyzing, and communicating customer evaluations, complaints, and suggestions related to automotive sales and services to maintain and improve customer satisfaction, as well as following up on implemented changes.
- Creates and updates the Call Centre “Knowledge Base” by documenting call scenarios, routes, solutions, and escalation levels to ensure a standardized, consistent, and efficient customer experience.
- Supervises all written communications with customers (emails & faxes) to ensure responses are standardized and consistent.
- Ensures all complaints are processed according to established procedures, validates closure with customers, and reopens complaints when necessary for resolution.
- Coordinates with the Direct Marketing Specialist to communicate actions taken based on customer feedback to maximize satisfaction.
- Monitors and investigates escalation processes, redefining them as needed in coordination with relevant Business Units.
- Manages case priorities, categories, workflows, and resolution times, sharing insights with the marketing department about customer feedback and business responses.
Language Requirements:
- Arabic - Fluent / Excellent
- English - Fluent / Excellent
- Own a Car: Any
- Have a Driving License: Any
Qualification: 3 years university degree
Experience: 3+ years as a Call Centre Supervisor or Customer Research Specialist, with strong experience managing diverse teams; preference for Call Centre Supervisors.
Knowledge and Skills:
- Strong command of MS Office
- Fluent in written and spoken Arabic and English
- Self-discipline, organization, delegation, and team motivation skills
- Attention to detail
- Analytical and problem-solving skills
- Conflict management skills
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.