Chief Supervisor- Customer Happiness Centers

Strategy

• Help develop and implement the operational plan for the Customer Happiness Centers, setting clear performance goals aligned with department objectives.
• Support initiatives to improve service quality, customer reception, and overall center performance, including participation in employee recognition programs like the Best Center award.
• Assist in developing work plans and initiatives to meet international star rating requirements, including capacity and demand studies.
• Help prepare customer preference reports based on approved classifications and use these insights to improve center performance.
• Coordinate with relevant departments to design and develop the customer journey related to Customer Happiness Centers.

Operations

• Support front-office staff supervision and coordinate daily activities to ensure prompt, courteous, and accurate customer service.
• Organize and maintain work procedures at the centers in line with RTA policies and procedures, working closely with all concerned departments and institutions.
• Assist in preparing and qualifying customer service staff according to the Authority's Charter and Customer Service Manual.
• Receive and process customer service requests, working to implement them to achieve high customer satisfaction.
• Oversee financial collection processes, ensuring fees collected match system records, reconciling amounts daily, and handing over funds properly.
• Help manage delivery of lost and found items following approved procedures.
• Review and analyze customer feedback and reports to identify areas for service improvement.
• Conduct audits on customer waiting times and ensure corrective actions are taken when needed.
• Maintain accurate records for special services, operational procedures, and mechanisms that affect service quality and center image.

Product/Process Improvement

• Assist in preparing and tracking KPIs for the centers and reception areas, monitoring performance against targets.
• Support the development and follow-up of preventive plans to avoid operational errors and duplication.
• Help implement staff motivation and skills development programs to improve service delivery

• Bachelor's degree/master's degree in relevant field
• 0+ years in case of master's degree (2+ years in case of bachelor's degree)
• Positive attitude with the ability to foster productive working relationships
• Commitment to customer service and responding effectively to customer needs
• Ability to execute tasks efficiently while maintaining service quality standards

• Strong verbal and written communication skills

• Experience in complaint resolution and escalation handling processes
• Good understanding of customer experience standards and service excellence practices
• Familiarity with service center operations management
• Ability to support service evaluation and continuous improvement initiatives
• Working knowledge of core data analysis and reporting techniques
• Experience in customer data analysis and insights management
• Understanding of knowledge and innovation management practices
• Familiarity with relevant regulatory standards and compliance requirements
• Working knowledge of systems and application management