indeed
Concierge Assistant Manager
Farah Experiences
Abu Dhabi, UAE
Full-time
Senior
Onsite
Discovered 2 weeks ago
Contact centre operationsOmni-channel customer servicePeople leadershipPerformance managementGuest escalation managementComplaint handling
Free
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Contact centre operationsOmni-channel customer servicePeople leadership
Role Overview
The Concierge Assistant Manager is the first-line operations and people manager for Concierge Agents, Specialists, and Executives.
The role translates daily operational plans into shift delivery across voice and digital channels while maintaining coverage, service performance, and guest experience.
The role handles escalations beyond Specialist authority and supports the Operations Manager with strategy, workforce plans, policies, and change initiatives.
Key Skills for This Role
Contact centre operationsOmni-channel customer servicePeople leadershipPerformance managementGuest escalation managementComplaint handling
Full Job Posting
Job Scope
The Concierge Assistant Manager is the first-line operations and people manager for Concierge Agents, Specialists, and Executives.
The role translates daily operational plans into shift delivery across voice and digital channels while maintaining coverage, service performance, and guest experience.
The role handles escalations beyond Specialist authority and supports the Operations Manager with strategy, workforce plans, policies, and change initiatives.
Operations and Service Delivery
- Lead assigned teams or shifts, allocate work, and ensure coverage across supported channels and services.
- Monitor queue conditions, service levels, response times, abandonment, adherence, workload, and resource needs.
- Conduct shift briefings and handovers and maintain continuity during peaks, outages, and operational incidents.
- Ensure cases, transactions, follow-ups, and records are complete, accurate, and within agreed procedures.
- Maintain brand and service standards across voice, email, chat, social media, and other contact channels.
Escalations and Improvement
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