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