Our client, an international training provider company is currently recruiting for a Customer Focus Manager for their Head Office in Dubai. This position is a middle management role, reporting directly to the Regional Customer Focus Manager.
Purpose of Position
• Report directly to the Regional Customer Focus Manager.
• To monitor and control the quality of customer service to ensure it is in line with Corporate Standards (for all regions).
• To assist in the management and quality standards of the Trainers relating to their performance.
• To monitor and control all Customer Focus activities in line with Corporate Standards.
• To advise Senior Management regarding quality issues.
• To interact with clients and employees when necessary in a manner that will enhance and promote the professional image of Spearhead.
• To develop and create marketing materials which ensure our clients are informed about our products and services.
• Manage the Marketing and PR strategies within the Gulf.
Key Result Areas:
• Ensuring any quality issues are promptly and appropriately handled in line with Corporate Standards.
• To ensure all systems and procedures are followed which assist in the Company’s effectiveness and efficiency.
• To manage the performance of the Trainers, as part of the Performance Management Team.
• The development of quality marketing materials which positively impact sales.
• Develop and implement any public relations events or activities which enhance and are in line with Spearhead Training’s strategic direction.
Duties & Responsibilities
Performance Management Team
• To manage the performance of the Trainers as a member of the Performance Management Team.
• To manage the performance of new and existing Trainers to ensure they are consistently performing to a high standard by carrying out the following:
o Off-job orientation
o One-to-one meetings
o Climate surveys
o Coaching
o Feedback face-to-face and via email
o Monitoring performance via course paperwork, etc.
• Work in conjunction with the other members of the Team to reduce the number of ‘Goods’ or below, received on the Course Assessment Forms.
• To ensure In-company Reports are submitted to clients on time and to a very high standard.
• To maintain and keep the Trainer File (located in HR) up-to-date.
• To carry out observations of Trainers in the training room.
• To coordinate the submission, drafting, and completion of Tutor Profiles.
• MBWA at training venues to check existing trainers are working to quality standards and procedures.
• To have a daily meeting (including ‘MBWA’)with the Performance Management Team to review and take appropriate action on the following:
o Post-training Report Board (on time and quality reports)
o ‘Goods’ Board (target 0 %)
o Trainer Allocation Board (correct no. of training days, suitable courses allocated, coaching required, etc.)
o In-company PP and TT Submission Board (submitted by the Trainer within two working days of course completion)
o Public Course Board (PCBF minimum 80% submission, average delegate numbers, minimum 8 no. of delegates booked, ensure CREs targets are being achieved)
Job Details
| Date Posted: | 2013-09-03 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service |
| Company Industry: | Education, Training, and Library; Customer Service |
Preferred Candidate
| Career Level: | Management |
Apply Now - Jobs in UAE - Customer Service Jobs in UAE - Search All Jobs
Company:
Date Posted: September 03, 2013 at 10:38AM
Apply Directly Here
Customer Focus Manager - Manpower Middle East
No comments:
Post a Comment