Tabbio
الإدارة والدعم · وصف وظيفي

Customer Experience Manager

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. In the GCC market, this role is actively hired across kuwait, uae with 8 recent postings.

إعلانات الخليج
8
الأسواق النشطة
2
الخبرة المعتادة
3+ years
المهام الرئيسية
  • 01Digital Channel Optimization & AI Implementation (Primary Focus)
  • 02Lead the strategic implementation and deployment of conversational AI tools (Chatbots, Voicebots) and automated routing systems to maximize first
  • 03contact resolution through digital channels.
  • 04Monitor and analyze automated channel performance metrics and implement continuous iteration strategies to enhance AI accuracy and effectiveness.
  • 05Collaborate closely with Product and IT teams to translate operational needs into technical requirements for CRM, ACD, and AI feature development.
  • 06Driven Performance & Systems Management
  • 07Utilize advanced analytics from CRM and Call Detail Records (CDR) to identify systemic bottlenecks and drive efficiencies.
  • 08Define and audit Quality Assurance (QA) standards for both human agents and automated outputs, ensuring compliance and high data quality across all interactions.
  • 09Track and evaluate key operational KPIs, focusing on metrics impacted by technology deployment and human actions.
  • 10Team Leadership & Agent Enablement
  • 11Supervise, mentor, and motivate a team of CSRs, shifting the focus from transactional management to complex problem resolution and technical troubleshooting.
  • 12Lead training initiatives focused on agent
المؤهلات المطلوبة
  • — Skills and Qualifications:
  • — 5+ years of operational experience in a Contact Center, Service Delivery, or Customer Experience (CX) role, with a strong emphasis on technology.
  • — Minimum 2 years of direct people
  • — management or lead experience focused on system administration, quality assurance, or technology adoption.
  • — Required: High School Diploma or GED equivalent.
  • — Bachelor’s Degree in Business, Computer Science, Data Analytics, or a related technical field.
  • — Key Skills & Technical Competencies:
  • — Deep expertise in Contact Center technology infrastructure: CRM administration (e.g.,Salesforce, Zendesk), and workforce management (WFM) tools.
المؤهلات المفضّلة
  • — Additional languages are a strong advantage (French, Hindi, Urdu, Russian, etc.)

المهارات المطلوبة

crmleadershipcustomer serviceexcelerpcommunicationgitlogistics

الأدوات والتقنيات

crmteamsexcelerpgitActive Data Online WebChatAdobe AcrobatAdobe Creative Cloud softwareAdobe IllustratorAdobe PhotoshopADP Workforce NowAirtableApple KeynoteApple macOSApplied Systems VisionAS/400 Database

شركات نرى أنها توظّف

  • KAVAK
  • Sephora
  • OVO
  • HSBC
  • Ulta Beauty
  • Rightangled
  • Kalaam Telecom

التوظيف حاضر في

  • kuwait
  • uae
اطّلع على نطاقات الرواتب ←افتح في مولّد الوصف الوظيفي ←
أدوار ذات صلة

المزيد من الأدوار في الإدارة والدعم

أدوات مجانية · 04

أدوات مجانية إضافية

كل ما تحتاجه لدورك القادم في الخليج. بلا تسجيل، بلا اشتراك — الأدوات فقط.