Customer Service Development Manager

Ministry of Labor - Riyadh, Saudi Arabia

Job Description

1-Support in developing the customer service strategy and action plans.
2-Implement and execute the customer service implementation roadmap related to service development set by the CS Director General and monitor results against targets.
3-Analyze cross channel performance reports developed by the team, ensure channels meet the set targets, and communicate with Customer Service Operations & Service Channels Senior Manager for performance shortcomings.
4-Manage and coordinate with the relevant departments the implementation of continuous improvement of customer service processes and the CRM system across delivery channels.
5-Oversee the development of MOL customer service training curriculum and its delivery across channels.
6-Oversee and ensure the proper delivery of MOL internal communication updates (e.g. new/change in policy. process, other updates) to all relevant MOL departments/ entities.
7-Coordinate with the Quality Unit in the quality evaluation results of CS delivery channels.
8-Coordinate with the Customer Service Operations & Service Channels Manager to ensure the supply and demand of customer service related requirements are met.
9-Manage performance of the department and motivate and develop Customer Service Development employees.
10-Fulfill all other duties/tasks assigned by the Customer Service Director General when needed.

Skills

1-Knowledgeable in labor laws and MOL services.
2-Strong complex problem solving ability.
3-Excellent leadership and team building skills.
4-Excellent communication and interpersonal skills in Arabic and English.
5-Ability to manage, motivate and develop staff to deliver standards.
6-Ability to develop and propose enhancements to overall operations.
7-Customer satisfaction driven approach.

* Minimum Qualifications:

- Bachelors degree in Marketing (preferred) or other business related fields.
- Master degree preferred.

* Minimum Experience:

- 6-8 years related work experience in customer service management, customer care, call center operations, business processes and performance improvement.




- Joining Date: Immediate