Manager- Customer Care Operations

Manage unit learning objectives and activities

• Asses and manage team business related tranning needs and develop range of learning solutions based on each need
• Working collabortively with HR colleaques to identify individual team business related tranning needs
• Ensure buidling people capabilties for technical and untechnical skills

Projects delivery and system enhancment

• Work closely with Customer Care deparment senior leaders to identify yearly key projects in aligment with the business startegy and ensure dirnging of continous improvement
• Ensure proejcts requirments submission to concerns stakeholders (Digital, IT, HR, etc)
• Ensure projects delivery and imeplenation on timely manner
• Drive the digital agenda within Customer Care
• Meet with vendors if necessray
• Measrue the impact of deliverables
• Carry out on-going process improvement activities to reduce costs and increase efficiency.

Monitors efficiency and quality

• Ensure the department perfomance is systmeitcially analysed to assess the impact of prcoess on staff perfomance

Data management and reporting and analysis

• Develop end user analytic Dashboard through automated systems in collaboration with IT and Digital Factory
• Design and implement systems and processes to for data consolidation, analysis, and reporting for internal operations
• Analyse data from Various sources and conduct statistical analysis with large data sets in storage
• Identify possibilities for data reporting automation
• Deliver key dashboards and KPIs for Customer Service departments
• Handle customer service ad-hoc reports and follow-up with other deparments requested report

Skills

• CIPD/ CTP or equivalent
• Six sigma will be a plus
• Experience in designing and delivering a range of training solutions for Customer Service
• Strong trouble shooting, problem-solving and analytical skills.
• Organization and planning skill