Saturday , February 4 2023

Dubai Metro Jobs 2022 – Customer Experience Supervisor

Website Dubai Metro

Job Description:

The purpose of the role is to provide world class customer service to all passengers and to supervise the Operations teams and service partners in delivering operational efficiency. The Customer Experience Supervisor will manage multiple zones and will control the flow of traffic through management and leadership of the Customer Experience Team Leaders that reside in each zone. They will escalate any potential issues to the Customer Experience Manager and continually ensure team deployment matches the requirements of passenger flow.

Job Responsibilities:

  • Assess the broader pictures of their areas of control and ensure compliance as well as work with leaders to manage changes.
  • Act as frontline service delivery support in case of issues with team leaders or the need for added manpower as required. Utilize their time, patrolling and providing management oversight to ensure that we are maintaining our KPI’s and that internal team dynamics are managed effectively.
  • Team leadership. The role holder will guide, coach and mentor Customer Experience Team Leaders to build. successful and high performing teams and ensure that all required standards and behaviors are successfully met.
  • Manage the operations team in performance management of teams and individuals through regular performance reviews, training sessions and other development activities.
  • Responsible for multiple zones, coordinating and ensuring that all areas are responding according to surge during a given shift. Monitoring and coordinating with other stakeholders on site to ensure that any passenger experience issues are being taken care of.
  • Manage escalations and come up with alternative solutions on the spot (central point of escalation).
  • Manage the administrative work to coordinate with the Customer Experience Manager in case of issues on site with teams, leaders or other stakeholders or operational efficiency suggestions.
  • Gains Others’ Trust – Interacts with others in a supportive way and in accordance with our Values.
  • Communicates Effectively – Clearly and concisely conveys information and ideas that engage others.
  • Demonstrates Collaboration – Demonstrates proactive team working and collaboration with others, role modelling the belief that the whole of the team is greater than the sum of individual efforts.
  • Respects Difference – Shows respect for individual differences and perspectives amongst colleagues.
  • Assumes Responsibility – Effectively manages their time, resources and relationships to ensure that work is completed efficiently.
  • Supports Colleague Development – Supports the development of colleagues through the provision of timely and constructive feedback and by willingly sharing own skills, knowledge and networks.

Job Requirements:

  • Should possess knowledge or experience of transport operations and security.
  • Should have industry experience from Retail, F&B, hotel, hospitality.
  • Possess good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.
  • Must have high school diploma or degree in General Education discipline or equivalent professional qualification.
  • Should have minimum 5 years of experience in a Supervisor role.

Job Details:

Company: Dubai Metro

Vacancy Type:  Full Time

Job Location: Dubai, United Arab Emirates

Application Deadline: N/A

Apply Here