Digital Care Manager

Role Overview

Digital Care Manager at Du, based in the United Arab Emirates.

Role Purpose

To develop and execute digital care strategy aligned with organizational goals, manage day-to-day operations of digital self-care and mobile platforms, drive adoption of best practices across contact center operations, and lead a team to deliver exceptional customer experience through digital channels.

Key Responsibilities

Strategy & Planning

• Develop short-term and long-term digital care strategy aligned to overall organization strategy.
• Drive the development of a resources plan for optimal performance for both short-term and long-term requirements and ensure there is a supporting recruitment plan in place.

Digital Channels & Technology

• Develop and create customer access channels ensuring delivery is at the leading edge of digital service delivery by utilizing effective technology-based infrastructure.
• Implement and deploy new technologies, service delivery channels and self-care channels to maximize operational efficiencies.
• Reviews reports on customer behavior as provided by and in conjunction with marketing analyses to identify improvements to service quality via the mobile app and self-care platforms and input into the development and implementation of an improvement roadmap.

Operations Management

• Overall management of the day-to-day operations of digital care function ensuring that the department meets both company and customer expectations.
• Drive the development and implementation of best digital practices in Contact Centre operations and ensure KPIs are set and achieved.
• Implement and take action to achieve target productivity, quality indicators, and measure overall performance against set objectives.

Stakeholder & Relationship Management

• Establish sound and effective relationships with other departments and develop SLAs with those departments to ensure efficient resolution of all customer requests or complaints.

Performance & Reporting

• Define and implement methodologies to measure NPS, customer satisfaction, and Voice of the Customer programs and provide an ongoing methodology for measuring customer experience.
• Provide daily, weekly, and monthly reports and feedback to management as related to digital care operations and self-care performance.

Team Leadership & Development

• Manage, motivate, develop, and appraise staff to ensure the highest level of operation at all times.
• Ensure availability of effective training methodology for all digital care staff in order to keep them updated in relation to all digital multi-brand products, services, and problem resolution.
• Lead employee engagement and recognition initiatives to drive performance and productivity.

Financial Management

• Ensure the department budget is planned, monitored, and controlled effectively.

Qualifications & Experience

• Bachelor or Master's degree in Business Management, or distinguished experience with additional further training courses in customer experience or customer relationship management.
• Minimum 10 years management responsibility.
• Extensive experience in Telecommunications, BPOs, contact centers, customer experience management, and omni-channel service delivery.
• Sound knowledge in digital care and self-care platforms management.
• Sound knowledge of customer satisfaction management and NPS programs.
• Experience in managing BPOs.

Skills & Competencies

• Strong performance and results orientation.
• High-level analytical and creative problem-solving skills.
• Excellent communication and analysis skills.
• Creative, flexible, and resilient.
• Fluent in English; Arabic language fluency is a plus.

Additional Information

• Please review KPIs before applying.
• All applications include a competency-based chat interview as a critical part of the application process.