Digital Care Manager

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.