SEO:
• Local SEO Department Contribution• Lead, Manage and hold teammates Accountable• Local SEO Intake Group Management• Oversee quality and timeliness of intake work performed, ensure efficiency of intake SOP processes, and assist with troubleshooting.• Run Local SEO Lineup Meetings• Minimum Dose for New Clients• Recruiting and Onboarding• Process and Assign Local SEO Client updates• Client Local SEO Support• New Client Intake• Phone, Email, and Postcard Verifications• Assign Website NAP & Google Map Edits• Maintain Google Spam Check schedule• Assign and Buddy Check the Saving of Company Photos & Logo• Assist with Above the Line efforts to contribute toward RRM goals for Client Retention• Assist with Additional Strategy Efforts for Clients that are Falling Behind in Rankings• Continuous Learning: Latest News/Industry Changes/Strategies for Local SEO• Local SEO Research & Development (R&D), Process & Systems• Attend Company-Wide Meetings and Team Building Activities• Create, Manage, and Update all Trello cards for the tasks you are assigned• Create and Update SOPs for Tier Listings you own• Certifications and Grade Level Knowledge/Skills/Abilities• Perform other duties as needed to provide quality service and results for Local SEO clients.
Supervisor - Skywards Lounges - Dubai International Airport
1. Monitor the discipline, grooming, and conduct of the team.
2. Identify, investigate and document any fraudulent activity for possible legal action.
3. Coach, develop, and motivate a team of agents in the counter who are responsible for; the delivery of superior customer service; to gain new members and build loyalty; develop a one-to-one relationship with the members.
4. Manage the day to day operations of the team and ensure that all customers are provided with excellent customer service. Review processes and identify areas for improvement that will result in improved customer service.
5. Ensure that Skywards programme policies, procedures and processes as well as contact centre procedures are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced.
6. Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to tea-----------mbers and management.
7. Ensure that all customer complaints received are objectively investigated and liaise with tea-----------mbers and management to recommend remedial/corrective action. This includes when required, finalising financial settlement ensuring that the department’s best interests are served and that customer loyalty is restored.
8. Provide necessary on job instructions and training to staff and new joiners. Regularly conduct briefings to update the team on essential operational changes.
9. Through coaching and quality monitoring for all customer interactions identify team and individual training needs and recommend appropriate training programs. Ensure that the training delivered to the team is put into effect and feedback given on the program success.
10. Measure employee satisfaction and recommend initiatives to increase.
11. Provide a system wide Help Desk to give direction and guidance on system and programme issues.
***awarded with Najms awards and Appreciation.
