Associate Manager - Dubai, United Arab Emirates - MetLife

MetLife
MetLife
Verified Company
Dubai, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Description

Job Purpose:


Ensure the delivery of world class customer service and customer satisfaction through planning and implementing contact center strategies and operations; improving systems and processes; managing staff.


  • Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating required technology / process solutions; defining and reaching productivity, quality, and customerservice standards.
  • Accomplishes contact center objectives by communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing performance development plans; defining and enforcing policies and procedures.
  • Maintains and improves contact center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing audits and analyses; managing system and process improvement and quality assurance programs.
  • Actively engages will internal and external stakeholders to represent the customer to organization and initiate required business processes / systems improvements outside of direct responsibility area.
  • Regularly meets with internal and external stakeholders, understands and addresses their contact center function related needs.
  • Meets contact center operational objectives by estimating requirements, managing team performance, prepares contact center performance reports by collecting, analysing, and summarizing data and trends.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Oversees and ensures the successful training of employees (existing and new joiners) in coordination with the Supervisors and the Learning & Development department.
  • Monitors and participates in the hiring process ensuring the acquisition of the right talent as per the needs of the department. Ensures the motivation, development and retainment of the high quality employees in conjunction with the implementation of the strategy of the company on talent management.

Qualifications, Experience, & Skills:


  • 8+ years of relevant experience within a Call Center, at least 3+ years managing people
  • Knowledge of customer service quality standards and Quality Assurance methodologies
  • Knowledge of financial services, insurance experience is a plus
  • Advance level of MS Word, Excel and Outlook
  • Ability to manage large teams effectively

Competencies Required:


  • Interpersonal, influence, leadership skills
  • Coaching skills.
  • Process improvement, problem solving, analysing information.
  • Emphasizing excellence, quality oriented and customer centric.
  • Attention to detail, dealing with complexity.
  • Team working skills (ability to function in a team environment).
  • Excellent verbal and written communication skills.
  • Organizational and planning skills.
  • Strong numerical skills and an understanding of statistics.
  • Ability to manage deadlines and to work with mínimal supervision.
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