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Senior Manager : Care Channel Strategy

Vacancy Details

Reference No.

HW-42328

Synopsis

Our Client, an established video entertainment organisation, is currently seeking an incumbent to assume the role of Senior Care Channel Strategy Manager. The successful incumbent will be responsible for shaping the future of the organisation’s contact center operations as well as delivering great customer contact experience through a variety of customer contact channels.

Description

  • Set the strategy for contact centers, (channels include inbound, outbound, digital, social media), staying abreast of new practices and technologies, ensuring that the organisation gains and maintains recognition for the quality of customer service.
  • Ensure that strategies are supported by business cases and business outcomes and objectives, such as increased CX, reduced contact volumes, increased efficiencies and empowered customers.
  • Ensure that strategies are clearly defined on driving out cost and complexity of certain channels, cost management whilst empowering our customers and still delivering to the customer experience.
  • Ensure that systems are designed in a way that can support the overall strategy.
  • Ensure that all channels are aligned and are used strategically in the right manner and all talk to the same metrics or objectives (e.g. consistent interaction data, wrap up data, definitions across all channels).
  • Develop multi-channel optimisation and techniques and tools.
  • Work closely with HR, L and D and Training delivery teams.
  • Taking responsibility for the ongoing development all levels of contact center colleagues.
  • Assume responsibility for the recruitment, training, induction and coaching strategy across the contact centers.
  • Deliver cost efficiencies and increased in Customer Satisfaction Scores.
  • Review and define all contact centre roles, any required shift and candidate profiles required across the contact centre operation.
  • Raise the bar of contact center employees where they can focus and manage complex queries.
  • Ensure processes in place, to enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
  • Ensure that processes are in place for end to end customer contact governance processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
  • Model on management of Cost to Serve, Revenue impact, and impact of certain events.
  • Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs.

Requirements

  • Post Grad Degree in a Quantitative Discipline / Financial Management / Accounting or similar qualification.
  • A minimum of 8-10 years related experience in planning and target setting, budgeting, forecasting, go-to market planning, Analytics and related functions.
  • Strong Media or telco background or similar environment.

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.

Position Type

Permanent

Work Level

Senior Management

Salary

Market Related

Industry

Management Consulting

Salary Type

Annually

Package

Cost To Company

Affirmative Action

Yes

Geographic Location

International - Dubai