Company Overview:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.
Amman, JO
Contact Center Manager
Purpose of the Job
The Ecare Manager is responsible for leading the daily operations of multiple teams. This role includes managing and motivating agents and leaders to achieve performance targets, improving customer engagement, and ensuring high levels of service quality. The Manager will develop strategies to enhance team performance, implement best practices, and drive operational efficiency.
Job Description
Oversee the recruitment, training, and professional development of Ecare agents and leaders, ensuring the team is skilled and motivated to achieve performance goals.
Set performance goals, monitor leaders' performance and provide support to achieve individual and team objectives.
Oversee daily operations to ensure compliance with company policies and industry regulations.
Manage schedules and staffing levels to maintain coverage and productivity.
Implement and monitor metrics and KPIs to track performance and identify areas for improvement.
Develop and execute strategies to meet performance targets and business objectives for the chat function.
Analyze chat function data and trends to identify opportunities for process improvements and optimization.
Collaborate with senior management to align chat function goals with overall business strategy.
Ensure high levels of customer satisfaction through effective chat handling and issue resolution.
Implement best practices for customer engagement and communication.
Address and resolve escalated customer complaints in a timely manner.
Prepare and present reports on chat function performance, including metrics and customer feedback.
Use data insights to drive team performance and operational improvements.
Ensure compliance with all relevant laws, regulations, and company policies regarding chat function practices.
Collaborate with Quality Team to develop and maintain quality assurance programs to improve the quality of interactions.
Job Responsibilities - Experience and Education
Bachelor’s degree in Business Administration, Management, or a related field; or equivalent work experience.
6 years of proven experience in managing large CC CS teams, with a strong preference for experience in live chat, social media, and email support.
Strong leadership skills with the ability to lead, motivate and develop a team.
Analytical mindset with the ability to interpret data and make data-driven decisions.
Proficiency in CC software and CRM systems, preferably Sprinklr.
Experience with AI bots and automated response systems, including implementing and optimizing these technologies to enhance chat function efficiency and customer interaction.
Leadership Behaviors
Skills