Call Center & Customer Care (Mega AC), Bupa Arabia, Jeddah, KSA

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

We need a Call Center & Customer Care (Mega AC),

Job Description

Execute Service Strategy

• Participate in setting and executing the organization's service strategy from a general service and customer service perpective
• Develop objectives for call center’s day to day activities
• Analyze call center statistics by identifying customer trends and behaviours to understand specific customer needs and wants
• Define customer service standards, KPIs and benchmark with best practice in different service industries and implement related technologies
• Develop and implement customer service strategies, policies and procedures to manage the agreed customer service levels and drive achievement of high service standards
• Establish and maintain cross organizational relationships to align with company customer service goals and ensure excellent service delivery for customers
• Delivering the service proposition to Aramco Group Secretaries

Customer Care Management

• Manage forecasted activities including predictions of calls, case load and customer traffic to international best practice standards
• Identify the investment required for new technology and automation to drive improvement initiatives for for cost reduction and efficiencies
• Manage the customer service budget to ensure costs are controlled and resources maximized
• Plan and distibute customer service accountabilities to the team to ensure work is allocated fairly

Project Management

• Manage ARAMCO projects and initiatives by support the company product design and launch efforts to ensure products are serviceable within the overall service strategy
• Develop customer service projects/ KAIZEN related to regulators complaints unit to drive transfomation and continious service improvements
• Identify processes for automation to increase efficinecy

People and Capability Building

• Manage team objective setting
• Provide regular feedback, coaching and development
• Empower and enable team by providing the necessary tools and support required to achieve the organizational development objectives

Skills

• A customer service background in operations management, hospital management, supply chain and procurement.
• Strong business acumen
• Project management skills
• Multi-cultural with interpersonal and communication skills
• Planning, execution and organisational capabilities
• Strong service focused mindset in combination with commercial skills

DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-compliant CV is MANDATORY!

https://careers.bupa.com.sa/en/saudi-arabia/jobs/executive-manager-call-center-customer-care-mega-ac-1100070583/




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