Job Description

Role Overview:
The Omnichannel Zone Manager oversees the integration and optimization of call center operations, delivery services, fleet management, branch functions, and insurance dispensing teams. The role aims to enhance customer experience and operational efficiency, fostering continuous improvement, and driving a collaborative culture within the team.

Key Responsibilities:

• Strategic Planning & Execution: Implement omnichannel strategies, define KPIs, and ensure alignment with organizational goals.
• Branch Operations: Enhance walk-in customer experience, train staff, monitor inventory, and drive operational improvements.
• Call Center Management: Oversee customer service quality, implement policies, and monitor performance.
• Delivery Services: Manage efficient scheduling, routing, and delivery tracking to ensure timely service.
• Team Management: Lead and develop call center, delivery, preparation, and insurance dispensing teams to enhance productivity and performance.
• Customer Experience: Continuously identify pain points and improve service delivery across all channels.
• Technology Implementation: Optimize technology solutions for seamless integration of omnichannel operations.
• Collaboration: Coordinate with cross-functional teams to align strategies and objectives.
• Compliance & Risk Management: Ensure adherence to regulatory requirements and develop contingency plans for operational continuity.

Required Skills & Experience:

• Bachelor's Degree in Pharmacy
• Proven experience in omnichannel operations management
• Strong leadership and team development skills
• Excellent customer service and problem-solving abilities
• Ability to analyze performance data and implement improvements
• Experience with e-commerce and technology solutions

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (Required)

Language:

• ARABIC (Required)
• ENGLISH (Required)

Location:

• Abu Dhabi (Required)