Section Manager - Regional Customer Contact Center Nissan

Job Title Section Manager – Regional Customer Contact Center

Department  Customer Excellence – (CQ)

Function Section Manager RCCC

Legal Entity NMEF

Location Dubai, UAE

Level EVP - 7

Direct Manager DGM - Customer Quality

Manager’s Manager DGM - Customer Quality

Functional Reporting  GM – Customer Excellence

Mission & Main Objectives

Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers

Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;

Track, escalate and manage Connected Car Services (CCS) complaints and issues

Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions

Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases

Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI

Relay related customer inquiries to respective RBU’s / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales, Aftersales, and other business opportunity related inquries

Monitor and deliver (if necessary) brand, product, and process related training for RCCC agents

Main tasks and responsibilities (Scope : tasks related to both NISSAN and INFINITI)

Design and manage the complaints management and escalation process internally and across the NSCs

Manage the RCCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIS and reports; manage agent training needs;

Managing RCCC agent operation Quality such as agent suc as team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track fo daily received cases; and manage agent and NSC queries

Prepare management reports relative to call center performance and operational improvements

Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.

Lead the call center agents for cross-functional support from various departments involved in the problem resolution process

Administer Sales Force utilization for RCCC which indclude creation of reporting templates, managing users, system training, process mapping, dashboard creation and report generation

Monitor QVOC tool for hot alerts and pending cases

Keep track and update RCCC knowledge files for reference

Handle and support all related CCS cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS

Attend Regional calls to identify best ideas to enhance RCCC operational performance

Implement new technology tools, processes, or workflows to enhance efficiency and customer experience

Country Specifics 

NISSAN : NMEF markets

INFINITI : I-ME Markets

KPIs

Case resolution

Case closure

Hot alert closure

Case closure satisfaction

BACKGROUND & SKILLS REQUIRED

Background & Experience (years)

Specific technical skills

Automotive, Call Center Operations or CRM background;

Arabic speaker;

Leadership experience in previous role and advantage

Competency in various software applications (Salesforce, excel, ppt)

Behavioural Competencies Required 

Emphathetical and Customer service oriented

Able to work with multiple cross functional team

Team Management

Results driven

Dubai United Arab Emirates