Department Manager Customer Support Services - Abu Dhabi, United Arab Emirates - ADNOC Schools – Education Company inside ADNOC Oil and GasGroup

Description

• Accomplish department objectivesby supervising and organizing and monitoring the team of MysteryShoppers. Ensure the site visits are allocated to each individualon a weekly basis Review and submit a written report detailing theshopping experience after each station visit conducted by the team.Disclose competing interests, including prior loyalty to or dislikeof particular stores or products.
• Compile andanalyse the feedback provided by team for different locations onthe customer service, the general environment, and detail ifspecific standards are being met. Observe and determine factorsthat might require improvement.
• Optimize theresource allocation to ensure station network coverage. Completeoperations by developing schedules, assigning and monitoring work,gathering resources, implementing productivity standards, resolvingoperations problems, maintaining reference manuals, andimplementing new procedures.
• Controls expensesby gathering and submitting budget information, schedulingexpenditures, monitoring variances, and implementing correctiveactions.

Enhance Customer SupportExperience

• Implement support best practices andprocesses. Provide management support for escalated customerissues. Objectively measure & report on customer supportperformance.
• Execute cyclical customersatisfaction surveys.
• Foster continuouslearning across team. Set-up quality check measurements for ServiceStations incl. guidelines, checklists and reporting. Ensure thatdaily progress of quality checks is properlyconducted.
• Develop and audit quality assurancestrategies to ensure the delivery of premium service – bean ambassador for ADD culture.
• Identify lapsesin quality of customer support services provided and conduct rootcause analysis with corrective and preventative actionplans.
• Facilitate periodic calibration sessionswith the team to ensure the consistency of ADD's policiesand procedures.