Customer Experience Engineering Manager

5 months ago

Qatar Malomatia Full time

**Position Overview**:
The Customer Experience Engineering Manager for malomatia’s Contact Center plays a crucial role in optimizing customer interactions and ensuring seamless operations within the contact center environment. This role involves overseeing a team of engineers and consultants dedicated to enhancing customer experiences through technology, process improvements, and data analysis. The manager collaborates with various stakeholders, including customer service representatives, trainers, and business leaders, to implement strategies that improve customer satisfaction, efficiency, and overall performance.

**Key Responsibilities**:
Overall, the Customer Experience Engineering Manager for a Contact Center is responsible for driving continuous improvement in customer experiences through technology, process optimization, and collaboration across the organization. This role requires strong leadership, technical expertise, and a deep understanding of customer needs and preferences.

**Team Leadership**
- Lead, mentor, and develop a team of engineers responsible for designing, implementing, and maintaining systems and processes that impact customer interactions.
- Foster a collaborative and innovative team culture focused on delivering exceptional customer experiences.
- Provide guidance and support to team members, ensuring alignment with organizational goals and objectives.

**Technology Strategy and Implementation**:

- Evaluate existing contact center technologies and recommend enhancements or replacements as needed to improve efficiency and effectiveness.
- Work closely with IT teams to implement new technologies, integrations, and automation solutions that streamline processes and improve service delivery.

**Process Optimization**:

- Analyze customer interaction data, feedback, and performance metrics to identify areas for process improvement.
- Collaborate with cross-functional teams to design and implement process enhancements that optimize the customer journey and reduce friction points.
- Establish and monitor key performance indicators (KPIs) to track the effectiveness of process improvements and drive continuous optimization efforts.

**Customer Insights and Feedback**:

- Leverage customer feedback, surveys, and other sources of insight to understand customer needs, preferences, and pain points.
- Translate customer insights into actionable recommendations for improving service delivery, product offerings, and overall customer satisfaction.
- Champion a customer-centric mindset within the organization, ensuring that decisions are driven by a deep understanding of customer needs and expectations.

**Quality Assurance and Compliance**:

- Develop and implement quality assurance processes and standards to ensure consistent and high-quality customer interactions.
- Monitor and analyze customer interactions for compliance with company policies, industry regulations, and best practices.
- Collaborate with compliance and legal teams to ensure adherence to relevant regulations and standards governing customer communications and data privacy.

**Stakeholder Engagement and Communication**:

- Collaborate with internal stakeholders, including customer service teams, marketing, sales, and product development, to align customer experience initiatives with broader business objectives.
- Communicate regularly with senior leadership to provide updates on customer experience initiatives, progress, and performance metrics.
- Act as a liaison between technical teams and business stakeholders, translating technical concepts into business-friendly language and vice versa.

**Qualifications and Skills**:

- Bi-Lingual: Native Arabic Speakers
- Bachelor's degree in computer science, engineering, business administration, or a related field; a master's degree is preferred.
- Proven experience (typically 8+ years) in a leadership role within a contact center environment, with a focus on customer experience, technology, or operations.
- Strong technical background with expertise in contact center technologies, such as CRM systems, IVR platforms, call routing, workforce management, and customer feedback tools.
- Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate cross-functional teams.
- analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve customer experiences.
- Strong project management skills, with the ability to prioritize initiatives, manage resources, and deliver results within tight deadlines.
- Knowledge of industry best practices, standards, and regulations related to customer service, data privacy, and compliance.

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