ABOUT THE COMPANY
AZADEA Group is a premier lifestyle retail company that owns and operates more than 40 leading international franchise concepts in fashion and accessories, food and beverage, home furnishings, sporting goods, multimedia and beauty and cosmetics across the Middle East and Africa spread across 15 countries overseeing more than 700 stores.
JOB PURPOSE
The Customer Experience Lead supports a company's customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance.
RESPONSIBILITIES
- Guide coordinators on best practices and strategies for handling complex cases and challenges effectively.
- Extract Key Performance Indicators (KPIs) for the call center and focus on enhancing them through strategic improvements and initiatives.
- Monitor daily workflows to ensure adherence to correct procedures and protocols.
- Identify opportunities for system and workflow improvements to enhance team efficiencies.
- Research new trends and best practices in the customer experience field to develop innovative strategies and procedures.
- Test new system implementations and workflows before deploying them in the workplace.
- Troubleshoot system issues and ensure accurate processing and extraction of data.
- Identify risks associated with current and future policies and technical workflows. Communicate with stakeholders to streamline and automate processes where possible.
- Recruit, train, motivate, and evaluate the team to ensure that the department has the necessary skill base, and that staff are optimally motivated and enabled to maximize their potential and contribution to the company.
QUALIFICATIONS
- Bachelor's degree in Business Administration, or a related field.
- 6-8 years of experience in Retail, or Call Center Management, or a similar role, out of which 3 years of experience are in a managerial role.
- Fluency in English and Arabic, French is a plus
- Proficiency in MS Office.
Azadea Group is an Equal Employment Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other characteristic protected by relevant local laws.
