Customer Experience Manager in Dubai | Serco Careers
Customer Experience Manager
Job: Full Time
Serco is a British company with headquarters based in Hook, Hampshire, England. Serco primarily derives income as a contractor from the provision of government services, most prominently in the sectors of health, transport, justice, immigration, defence, and citizens services
Serco’s CX Managers accountability is the overall delivery of world class customer service across the portfolio to all passengers. They will be the central point of contact for the CX Supervisors and will be empowered to make decisions that will either enhance the service or mitigate a potential increase in passenger flow. The CX Manager will manage multiple locations and will be fully accountable for the operational team and delivery of KPIs in line with client requirements
- Responsible for holistic management of operations.
- Processing and analysing CX Supervisor and CX Team Leader data flows.
- Working with the client on operations initiatives and manage high level operational stakeholder engagement.
- Examining and determining short, medium and long-term objectives and KPI’s and maintain a culture of continuous improvement.
- Manage escalations from CX Supervisors on shift, identifying trends and driving continuous improvement of the Passenger experience.
- Report and rectify any issues that occur with other stakeholders or operational roadblocks that CX Supervisors cannot manage.
- Team leadership – The role holder will guide, coach and mentor CX Supervisors to build successful and high performing teams and ensure that all required standards and behaviours are successfully met.
- Must have high school diploma or degree in General Education or equivalent professional qualification.
- Should have minimum 5 years of experience in management role.
- Must have minimum 8 years of experience in customer service.S
- Should possess knowledge or experince of transport operations and security.
- Essential to have industry experience from Retail, F&B, hotel, hospitality.
- Must have strong organisational skills, detail oriented, and the ability to handle multiple priorities
For more details, please scroll down & see the details.
UAE – Serco
|Title||Customer Experience Manager in Dubai | Serco Careers|
|Hiring Organization||Serco Group plc|
|Job Location||Dubai, UAE|
|Employment Type||Full Time|
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*This Jobs was Originally Posted on Serco Jobs Site..