Lenovo India Private Limited Looking for LAS Contact center manager at Saudi Arabia ,  Full Time

Description and Requirements

LAS Customer Care Manager
The Customer care Manager will be responsible for the overall coordination and execution of the contact center quality at an operational level, local relationships with indirect staff, and line management. The Customer Care Manager position will also coordinate customer service projects to dive improved customer satisfaction and help management identify areas of opportunity to improve customer experiences. The position will be the local Motorola escalation point for all Latin American Spanish speaking consumer issues and integrate tightly with our global escalation team.
Scope of Responsibility:

• Identify, and react to gaps in bottom box OSAT survey responses and drive operational or process/policy improvement.

.Ensure alignment with global quality standards helping to drive a consistent Motorola support experience across the globe.
.Work with local leadership and internal peer groups on continuous improvement projects targeted at improving the customer experience.
.Develop effective intelligence and customer insight strategy based on analysis and assessment of customers and customer satisfaction scores. Present feedback results to the local leadership team to reinforce overall drivers of the customer experience and provide actionable recommendations for improvements based on the voice of the customer.
.Serve as a local escalation point for high-level and executive escalations for the entire Latin American Spanish speaking region, helping drive resolution in coordination with global escalation teams.
Candidate should possess:
.Bachelor’s Degree.
.3+ years of contact center management.
.Experience within the telecommunications industry a plus.
.Ability to successfully function across groups.
.Excellent verbal and written communication skills ability to synthe complex and sometimes confusing information into succinct consumer communication.
.Multi-lingual skills required for direct consumer contact in the local market Spanish & English – written & oral communication
.Must be able to take over and own high-level escalations till final resolution.
.Experience working with consumers and outsourced vendors.
.Advanced knowledge of Microsoft Excel, Word & PowerPoint – ability to analyze raw data and create graphical reports.
.Experience with CRM tools and functionality, Oracle a plus.