Lead Supervisor - Customer Happiness Centers

Responsibilities

• Prepare and audit periodic reports on services, procedures, and mechanisms to improve service quality and center image, focusing on innovation
• Coordinate with supervisors to improve customer reception services
• Implement employee motivation programs and skill development in customer handling
• Supervise the electronic fee collection system and ensure physical collections match system records
• Ensure daily collected funds are handed over to the cash-in-transit company after reconciliation
• Monitor the implementation of RTA responsibilities and procedures
• Provide recommendations to direct managers for center development and participate in selecting outstanding employees
• Organize work mechanisms and supervise the preparation and implementation of KPIs for the center and reception services
• Communicate with and welcome customers arriving at the center
• Organize and develop front-facing staff tasks to align with RTA goals
• Supervise the financial collection process for fees collected against services provided
• Audit reports measuring customer waiting times and service appointments
• Develop and follow up on preventive plans to avoid recurring issues
• Prepare and implement the operational plan for customer service center development
• Develop future plans to measure and achieve customer satisfaction and happiness

Requirements

• Bachelor's degree in Business Administration, Public Administration, or Customer Service Management
• Master's degree in Office Management or Service Management
• 2+ years of experience for Bachelor's degree holders
• 0 years of experience for Master's degree holders
• Must be a UAE National