Arab MLS is the leading digital real estate platform in the Middle East and North Africa region. The company is one of the largest technology start-ups in the region and on a journey to becoming a Unicorn. We are aspiring to create a lighthouse technology company which will have a lasting impact in the entire tech ecosystem in our geography.
Role Summary:
The Head of Operational Excellence oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs, designs training programs, and identifies process enhancements to improve the customer experience proactively.
Key responsibilities:
Develop and implement the quality and learning management systems for our customer experience department to provide consistent and excellent levels of support to our partners.
Maintain and develop internal support and contact center quality standards
Set the quality standards for all customer interactions and develop effective quality assurance & compliance processes
Implement and deliver coaching and continuous improvement frameworks.
Manage and update internal knowledge management systems in line with quality standards
Develop effective onboarding and training content for new and existing CX Advisors
Organising quality audits, identifying training needs, and analysing results to support the wider operation.
Creating analytical reports, linking to quality performance and key KPIs to define and implement relevant action plans.
Ensure all CX team members are aware and trained on all new product launches, business campaigns, and process updates
Streamline business processes to enhance efficiency
Work with Customer Experience leadership to develop, execute, optimize and assess CX enablement program
Work closely with product, sales and product teams to develop content and training strategy for internal staff
Capture ideas on how to improve our processes, products, and services based on customer feedback.
In-depth analysis of customer trends, behavior, issues, and presenting findings in a timely manner to all key internal partners.
Desired Skills:
Customer-focused attitude
Exceptional command of the English & Arabic languages
Excellent verbal and written communication skills
Demonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-making
Stellar project management and execution skills to navigate project milestones end to end
Proven leadership, organizational and team management skills within the domain of customer operations/Technical support management
Experience within a SaaS/Marketplace environment in preferred
A good understanding of Service/Quality frameworks like COPC, Six Sigma or others.
Experience of driving change initiatives in a service-based environment
Ability to analyze data and understand root causes behind performance metrics
Demonstrated ability to prioritize and manage a diverse workload of both short- and long-term goals and deliver results in a fast- environment
Experience communicating and presenting to senior leaders
Behavioral Competencies
A strong leader able to create strong working relationships with customers and internal stakeholders.
Analytical and process-oriented mindset
Passionate about organizational and customer success
Able to adapt and succeed in a changing environment
A team player who enjoys collaborating with other functions to deliver the best results for the company and the customer