Online Contact Center Manager

Job Description:

As the Online Contact Center Manager at Sears Holdings in Abu Dhabi, you will be responsible for overseeing all aspects of the online customer contact center operations. You will lead a team of customer service representatives to ensure exceptional customer service and support are provided through various online channels. Your role will involve developing and implementing strategies to enhance the customer experience, increase customer satisfaction, and drive sales through the online platform.

Responsibilities: 1. Manage and oversee the daily operations of the online contact center, including supervising customer service representatives, monitoring performance metrics, and ensuring targets are met. 2. Develop and implement customer service strategies to improve the overall customer experience and drive sales through online channels. 3. Train, coach, and mentor customer service representatives to ensure they are equipped with the necessary skills and knowledge to provide excellent service. 4. Monitor and analyze customer feedback, complaints, and trends to identify areas for improvement and implement solutions. 5. Work closely with other departments, such as IT and marketing, to ensure seamless online customer experience and resolve any technical issues. 6. Develop and implement customer service policies and procedures to ensure consistency and efficiency in service delivery. 7. Stay up-to-date with industry trends, best practices, and technologies to continuously improve the online contact center operations.

Requirements: 1. Bachelor's degree in Business Administration or relevant field. 2. Minimum of 7 years of experience in customer service, with at least 3 years in a managerial role. 3. Strong leadership skills with the ability to lead and motivate a team. 4. Excellent communication and interpersonal skills. 5. Proficiency in online customer service platforms and tools. 6. Dedicated and confident personality traits. 7. Strong soft skills in persuasion and strategic planning.

Benefits: - Relocation allowance - Company transportation - Free accommodation

Working Environment: At Sears Holdings, we embrace a culture that challenges norms and encourages bold thinking. We believe in fostering a supportive and inclusive work environment where employees can thrive and grow.

Equal Opportunity Statement: Sears Holdings is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where everyone is treated with respect and dignity.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.