What you’ll do day-to-day:
Helping develop & execute the customer experience strategy
Partnering with Product, Engineering and other key stakeholders to share critical customer feedback
Coaching and mentoring your team of CX Supervisors, overseeing their professional development and helping them achieve top metrics and high quality standards
Working with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and make creative recommendations for these to be eliminated by the relevant teams
Handling severe customer escalations from your team
Leading the strategic direction of our workforce with a focus on forecasting and capacity planning to deliver best in class SLAs across all support channels
Proactively analyzing volume trends and staffing accuracy while delivering frequent updates to senior CX leadership, enabling rapid and informed decision making
Building and scaling an intra-day queue management & real-time adherence command center that spans across internal and outsourced operations
Some things we consider critical for this role:
Demonstrated ability to lead people leaders and their respective teams across multiple functional areas and locations
Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
Great self-organisation and keeping cool when working to tight deadlines or angry customers
Uncompromising integrity and strong dedication to professionalism
Excellent written and verbal communication skills (English & Arabic)
Attention to detail and strong analytical skills
Interest in and familiarity with financial services and the stock market
Excellent proficiency working with MS Excel and Google Sheets