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Frontline People Leadership Specialist
3 weeks ago
Lalamove's commitment to innovation and customer satisfaction sets us apart in the delivery industry. As a Frontline People Leadership Specialist, you will play a critical role in leading our contact centre teams in KSA.
About the RoleWe are seeking a seasoned professional with excellent frontline people leadership and operational management skills to manage our Level 1 and Level 2 Contact Centres in KSA.
Your Key Responsibilities- Lead frontline operation teams to achieve operational excellence and customer satisfaction.
- Analyze team performance, identify areas for improvement, and develop strategies to address gaps.
- Foster a positive and achievement-oriented work environment that drives high engagement scores.
- Coach and develop Customer Service Team Leaders to ensure employee success and customer satisfaction.
- Collaborate with stakeholders to address operational needs, including staffing requirements and work assignments.
- Initiate projects to enhance customer satisfaction and address business requirements.
- Degree holder with a proven track record of stakeholder management.
- Proficient in computer skills, including Microsoft Office and Google Suite.
- Excellent communication and interpersonal skills.
- Ability to develop, implement, and review policies and procedures.
- At least 4 years of experience in customer service, with 1 year in team management capacity.
- A sound knowledge of contact centre management principles.
- Excellent command of written and communication skills in English.
