Job
Description
noon is the largest e-commerce player in the Middle East and is quickly becoming the go-to platform for all online customer needs. We've built a full-fledged ecosystem of products and services in e-commerce, quick-commerce, food, fintech, grocery, and fashion, and we're just getting started. We are a team of dynamic professionals who are aggressively ambitious, rapidly scaling, and uniquely positioned to capitalize on the rapid adoption of e-commerce in the Middle East. We are on an unconventional mission, developing the future of online shopping, and we're looking for top talent to join us on this mission. noon Food believes in successful partnerships with service that works both ways, championing local businesses from the region for the region. Their goal is to grow the food and beverage delivery sector and become the #1 food delivery player in the region. The noon Food team is small and dynamic, focused on introducing the noon Food service to the world. If you enjoy new challenges, are open to learning, and thrive in an entrepreneurial culture, this is the place for you. **Responsibilities:** - Manage and supervise departmental objectives and assist in the preparation and creation of the department's strategic objectives and reporting. - Proactively manage day-to-day operations through agents and team leaders for Noon Food. - Communicate customer sentiment trends, troubleshoot customer issues, handle escalated customer calls, and manage daily team administrative functions. - Provide assistance and guidance to team leaders to ensure service level targets are consistently achieved cost-effectively. - Create a successful team aligning Noon Food's mission and strategic objectives with team goals. - Assist in hiring, training, and maintaining agents and team leaders to ensure stability in Food's manpower skillsets, knowledge, and performance. - Ensure team leaders and agents meet and exceed monthly and quarterly performance targets by regularly coaching team members through scheduled documented performance meetings. - Address skillset improvement needs by working effectively with coaches and trainers. - Proactively monitor customer transaction trends, account/staff performance metrics, and highlight positive/negative trends. - Work closely with other function leads to align and improve cross-functional scope. - Stay updated on industry developments and apply best practices to areas of improvement. **Requirements:** - Bachelor's in Business Administration or a similar field. - 3+ years of successful experience as a call center manager/assistant manager/account manager in a fast-paced E-commerce Customer Success/Experience call center. - Ability to build great relationships and bring an upbeat, professional, and respectful approach to internal and external customers. - Strong data analysis and interpretation skills. - Efficient time management, multitasking abilities, and attention to detail. - Crisis management and creative problem-solving skills. - COPC HPMT or similar certification. - Experience/proficiency in programs like C-Zentrix, Zendesk, Google Suite, Microsoft Teams. - Excellent communication skills. **Ideal Candidates:** Candidates who thrive in a fast-paced, dynamic start-up environment, possess problem-solving skills, operate with a bias for action, and understand the importance of resourcefulness over reliance. We seek individuals who uphold high standards, exhibit radical candor, and are committed to excellence in hiring, collaborating with colleagues, and their own work. Every hire must actively contribute to raising the talent bar in the company to help achieve our vision.,
