job_title - Contact Center Manager

Oman Investment Authority

Description :

• Formulate and implement the Contact Center Strategy in harmony with the comprehensive Customer Contact Channels Strategy, aiming to surpass the expectations of over 1.3 million Nama Supply customers.
• Drive the implementation of initiatives to enhance customer satisfaction and achieve performance targets.
• Oversee day-to-day Contact Center operations to ensure efficient and effective service delivery.
• Continuously improve operational processes to optimize resource utilization and enhance customer service quality.
• Present root cause report to different operational units and to Management to ensure resolution of the Cause of the issues facing the customers and ensure high customer satisfaction and experience.
• Lead, mentor, and coach the Contact Center team to achieve individual and team performance objectives.
• Foster a culture of collaboration, innovation, and continuous improvement within the team.
• Ensure "Continues learning process " for the Contact Centre Team.
• Implement strategies to enhance customer engagement, loyalty, and satisfaction.
• Resolve escalated customer issues promptly and ensure exceptional service delivery.
• Identify process bottlenecks and inefficiencies and implement process improvement initiatives.
• Collaborate with relevant stakeholders to streamline procedures and optimize workflows.
• Conduct R&D and recommend the best practices and benchmarking implemented worldwide.
• Develop training programs to enhance the skills and knowledge of Contact Center staff.
• Ensure that team members are well-equipped to handle customer interactions effectively.
• Implement quality assurance measures to maintain high service standards.
• Conduct regular audits and assessments to ensure compliance with company policies and procedures.
• Leverage Contact Center technologies and tools to enhance service delivery and customer interactions.
• Stay updated on industry trends and advancements to adopt relevant technologies.
• Analyze customer data and feedback to identify trends and opportunities for service improvement.
• Prepare comprehensive reports on Contact Center performance and customer insights.
• Manage the Contact Center budget, ensuring cost-effective resource allocation.
• Monitor expenditures and implement strategies for cost optimization
• Collaborate with other departments to align Contact Center operations with broader organizational goals.
• Provide insights and feedback to contribute to the enhancement of products and services.
• Ensure adherence to regulatory requirements and company policies within the Contact Center.
• Implement processes to maintain data privacy and security.