الوصف الوظيفي:
أحدث معلومات الوظائف من DHL Express لمنصب MENA CS Performance & الأول Choice Tools Lead. If the MENA CS Performance & الأول Choice Tools Lead الشاغرة في Muharraq تتوافق مع مؤهلاتك، يرجى تقديم أحدث طلب أو سيرة ذاتية مباشرة من خلال بوابة وظائف Jobkos المحدثة.
يرجى ملاحظة أن التقديم على وظيفة قد لا يكون سهلاً دائماً، حيث يجب على المرشحين الجدد استيفاء مؤهلات ومتطلبات معينة تحددها الشركة. نأمل أن تكون الفرصة المهنية في DHL Express لمنصب MENA CS Performance & الأول Choice Tools Lead أدناه تتوافق مع مؤهلاتك.
ROLE PURPOSE
The MENA Customer Service Performance & الأول Choice Tools Manager reports to the MENA CS Performance Senior Manager. The role focuses on executing customer service performance initiatives and enhancing the effectiveness of Voice Customer analysis across the MENA region. It ensures operational excellence and drives continuous improvement in customer service delivery as well as الأول Choice.
CS Performance Management
- 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 الدولة 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.
الأول Choice Tools Management & Customer Feedback Analysis
- Coordinate the deployment and utilization of الأول 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 or program which aims to meet the needs of the customer.
- Analyze business processes, identify alternative solutions, assess feasibility and recommend new or alternate approaches.
Project Execution
- Support the planning and execution of customer service and الأول 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.
Continuous Improvement
- 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.
Liaison with Other Stakeholders
- Act as a liaison between regional customer service teams and CS/الأول 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
- +7 years of experience in customer service management and continuous improvement, demonstrating a strong background in enhancing operational performance and customer satisfaction.
- Proficiency in data visualization tools (Power Automate, Power Apps, PowerBI, etc.).
- Advanced data analysis skills.
- Ability to translate complex data sets into visually appealing and informative visualizations.
- Excellent communication skills to effectively present data visualizations and insights.
- English proficiency.
- Arabic proficiency is a plus.
- Results driven relationship building: cultivates strong relationships with key stakeholders, influences conflict resolution, and maintains a focus on achieving outcomes.
- Effective communication and objective setting: delivers clear verbal and written communication, facilitates discussions, and establishes challenging yet achievable goals for the team.
- Resource alignment and progress monitoring: aligns resources and organizational efforts to meet objectives while regularly reviewing and adjusting progress as needed.
- Continuous improvement and innovation advocacy: champions a culture of continuous improvement and innovation, inspiring teams through empowerment, accountability, and recognition.
- Subject matter expertise and best practices leadership: acts as a thought leader in customer service processes, developing high quality services and solutions while reinforcing best practices across the function.
OUR OFFER
- Strong career support in an international environment.
- Great culture and colleagues.
- Multifarious benefits programme.
معلومات الوظيفة:
- الشركة: DHL Express
- المنصب: MENA CS Performance & الأول Choice Tools Lead
- مكان العمل: Muharraq
- الدولة: BH
كيفية تقديم الطلب:
بعد قراءة وفهم المعايير ومتطلبات الحد الأدنى من المؤهلات الموضحة في معلومات الوظيفة MENA CS Performance & الأول Choice Tools Lead at the office Muharraq أعلاه، أكمل فوراً ملفات طلب الوظيفة مثل خطاب التقديم، السيرة الذاتية، نسخة من الشهادة الجامعية، كشف الدرجات، والملاحق الأخرى كما هو موضح أعلاه. أرسلها عبر رابط الصفحة التالية أدناه.
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