Performance & First Choice Tools Manager, CS MENA

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Overall Role Purpose

The MENA Customer Service Performance & First Choice Tools Manager will report to the MENA CS Performance Senior Manager. This role focuses on executing customer service performance initiatives and enhancing the effectiveness of Voice Customer analysis across the MENA region. The position is vital in ensuring operational excellence and driving continuous improvement in customer service delivery as well as First Choice.

Your Tasks :

• Assist in the implementation and monitoring of key performance indicators (KPIs) for customer service across the MENA region.
• Analyze performance data and provide actionable insights to regional and country teams to enhance service quality and customer experience.
• Develop and maintain dashboards and reporting tools to provide real-time insights into customer service performance for stakeholders.
• Implement corrective actions and improvement plans based on performance analysis, ensuring that teams are equipped to meet and exceed customer expectations.
• Support the identification of best practices and areas for improvement within customer service operations.
• Coordinate the deployment and utilization of First Choice tools and system “Voice”, ensuring alignment with regional objectives and business needs.
• Monitor the effectiveness of tools and processes, gathering feedback to recommend enhancements.
• Analyze customer feedback through surveys, reviews, and other channels to identify trends and areas for improvement.
• Utilize data analysis to assess customer satisfaction levels and pinpoint specific pain points in the customer journey.
• Collaborate with customer service teams to develop and implement strategies that address customer feedback, enhancing overall customer experience.
• Present structured analysis of customer requirements and propose solution / program which aims to meet the needs of the customer.
• Analyze business processes, identify alternative solutions, assess feasibility and recommends new / alternate approaches.
• Support the planning and execution of customer service and first choice projects and initiatives, ensuring they are delivered on time and within budget.
• Collaborate with cross-functional teams to facilitate project implementation and ensure alignment with overall business goals.
• Identify project risks and assist in implementing mitigation strategies.
• Foster a culture of continuous improvement by encouraging teams to challenge the status quo and share innovative ideas.
• Conduct regular audits and reviews of customer service processes to identify improvement opportunities and share best practices.
• Act as a liaison between regional customer service teams and CS / First Choice Teams in MENA Countries, ensuring effective communication and collaboration on performance initiatives.
• Engage with internal stakeholders to gather requirements and feedback for continuous improvement of tools and processes.

Your Profile :

Our Offer :

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!

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