Customer service manager - united arab emirates, united arab emirates
● develop and implement strategies to optimize costs by reducing the customer contact rate in the customer service department● identify and address root causes of customer contacts by directly working on problem areas, rather than following routine tasks● increase agent occupancy by streamlining workflows, optimizing task assignments, and improving scheduling processes.● analyze operational waste and implement initiatives to minimize inefficiencies, reduce manual work, and improve overall productivity.● challenge existing processes, identify redundant and repetitive tasks, and implement changes to eliminate them.● drive digitization initiatives to automate manual processes and improve efficiency through the use of technology.● collaborate with cross-functional teams to identify opportunities for process improvement and implement solutions that enhance the customer service experience.● utilize data-driven insights to identify trends, performance gaps, and opportunities for improvement in customer service operations.● develop and maintain comprehensive reports and dashboards to track key performance metrics and provide visibility into operational performance.● stay updated with the latest industry trends, best practices, and emerging technologies related to customer service operations and project management
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