YP

Incumbent of this role will be responsible in managing all sides of  Digital Care in the company, in term of developing and implementing eCare strategy, managing operations, and deliver high quality service in both quality and quantity

• Assure the quality of digital service provided by eCare team is in line with the corporate service level objectives, in quality and quantity and is in respect of Wataniya policies as well as the Customer Care policies.


• Leading the development and implementation of digitization strategy to ensure migrating traditional contacts to digital ones with high customer satisfaction


• Managing, monitoring and maintaining Digital service channels on a daily basis. This includes notifying appropriate stakeholders about online discussions or inquiries that should receive a response from the company.


• Demonstrate a strong leadership allowing him to motivate his team towards excellence


• Provide superior customer digital service by leading, motivating a shift-based team involved in contacting customers for resolution of technical problems, prompt resolution of customer complaints, and answering customer online queries


• Supervise the digital interactions with the customers in respect to the processes, procedures and policies defined by the service.


• Assure that the eCare team address the customers with courtesy, efficiency and professionalism.


• Assist the eCare team to provide appropriate solutions and answers to the customers’ questions and/or problems.


• Assure efficient use of eCare time and ensure that incoming work volume is attended to as per service level and operational efficiency targets.


• Act as a point of expertise for resolving complex issues.


• Manage team composition and ensure the adherence to the shift scheduling so that customer service is delivered to correct level at lowest possible cost, maximizing both efficiency and effectiveness.


• Providing direction to eCare team in case of problems causing an increase of customers’ complaints or impacting the service level and operational efficiency indicators. 


• Participate in the analysis of daily, weekly and monthly activity reports and identify opportunities to optimize the team’s performance and the level of operational efficiency in general.


• Capture any intelligent information regarding the market or WM services based on customer feedback and based on analyzing available data due to customer digital contacts, and report these intelligent information to commercial departments  


• Evaluate the performance of the eCare team as per defined quality and quantity performance criteria’s.


• Maintain a high level of motivation in the team.


• Propose improvements to the existing processes.