Lead and manage the Digital Customer Agent team across Q Mobility’s digital service channels — the WhatsApp channel and the Q Mobility App — overseeing channel performance, quality monitoring, and escalation resolution for DARB, MAWAQiF, and private parking services, supporting the Department’s migration of customer interaction from physical and voice channels to digital channels.
Strategic - Execute the Department’s digital channel strategy in alignment with the Qonnect Steerco’s insourcing (Sundus) objectives and overall ISC service delivery framework
- Contribute to the definition of service standards, SLAs, and escalation protocols for digital customer channels
- Monitor digital channel performance against defined targets and recommend corrective actions to the VP – ISC
- Support wave-based rollout planning and resourcing for the Digital Customer Agent headcount
- Own digital channel performance, including SLA compliance, CSAT,...