Chief Supervisor- Customer Happiness Centers

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.

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.

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