Assistant Manager, Customer Delivery

Role and Responsibilities

• Maintaining and improving call center operation through daily operation and performance review
• Identifying issues proactively through continuous operation supervision and resolving issues through completing action plans Direct responsibility of major KPIs : S/L, CAR, FCR, CSS and digital services (Live chat, RM, .com, members, Samsung pay)
• Managing pending VOC cases, excessive long term pending transactions and following up status with related PICs
• Maintain professional and technical knowledge of Samsung products (IM, CE) through continuous learning, self-education,
• trainings and workshops attendance to stay up to date with latest technologies
• Supporting contents management, creation, revision, translation, circulation amongst agents and evaluation of agents knowledge
• Ability to foresee risk and proactively report risk items to managers with suggested risk management plan
• Involve into call volume reduction activities, improving utilization of digital channel and execution of strategic tasks in the field
• Check call center agents training requirements and coordinate with technical team for training programs and schedules
• Improve Telesales conversion rates through CRM data segmentation based on Sales promotion
• Guide Subsidiaries for Telesales data handling processes and operational guidelines
• Periodic analysis and reports to track Telesales performance
• Customer satisfaction risk sensing initiatives to identify areas for improvement
• NPS bridge communication with cross-functional teams to provide immediate escalation path for VOC
• Generative AI driven call/chat agent support module to enhance agent issue solving skills & increase C-SAT
• Customer support contents in agent knowledge base through classifying quality contents

Skills and Qualifications

• Quick learner, self-learning ability
• Good analytic skills, and high skills using Excel
• Good communication skills & good human relationship
• High ability to solution providing and problems solving - thinking outside the box
• Technical understanding & orientations
• English and Arabic (Spoken & Written) is required
• Able to work under pressure and team work oriented.
• 5 years of experience in business analysis, call center related sales and support operation
• University Degree in Engineering