Manager Customer Care Dubai UAE

Position: Manager Customer Care

Date posted: 2021-11-23

Industry: other

Employment type: Full Time

Experience: 2 to 4 year

Qualification: Bachelor’s Degree holder

Salary: AED 5000 to 10000

Location: Dubai, United Arab Emirates

Company: Confidential

Description:

Urgent Requirement: Manager Customer Care Platform

• Minimum of 8+ years’ experience in one or more of the following AI Technology areas
• Machine/Deep Learning – machine learning algorithms and platforms, neural networks.
• Language – Natural Language Processing, machine translation, emotion detection, language detection, classification.
• AI solutions – conversational AI agents, intelligent Robotic Process Automation, intelligent case processing, Video Analytics, Unique Identity/ biometrics, inference engines, stream monitoring, intelligent search, ontologies/knowledge representations
• Mandatory: minimum of 6+ years’ experience in Customer Care in Telecommunication Industry or other industries

Job Description:

• Operationally manage and support Artificial Intelligence projects.
• Analyze the VA log (listening & response) in a real time manager and apply system change to improve the output of the VA
• Maintain operational excellence and have birds- eye view on spikes noticed on AI Platform.
• Hands on involvement in suggesting appropriate algorithm involving ML, NLP, computer vision and other areas of cognitive science
• Use statistical tools and machine learning techniques to solve business problems
• Support business solutioning in developing use cases meant to reduce failures and refine handover path to Virtual Assistance
• Work closely with management, CIT team and vendors to plan catalog data improvements so as to maximize customer improvement impact
• Understand customer care existing processes and the desired business goals, identify the gap and help define the requirements to achieve the end business goals using AI technology
• Refine, improve and take ownership of existing machine learning models, systems and implementations; Refine and improve dialog flow and processes
• Interact with vendor and management on technical design issues and resolutions
• Involve with CIT teams to test and Implements real-time model
• Continuously seek out industry best practices and develop skills to create new AI capabilities to improve business decisions
• Translate complex and ambiguous business problems into project charters clearly identifying technical risks and project scope
• Solve business problems by leveraging advanced artificial intelligence and machine learning approaches.
• Enhance the output of AI results by capturing, assessing and making recommendations, including reviewing data for completeness and consistency, analyzing and interpreting data
• Defines, owns and continuously review AI key performance indicators. Report insights via visualization and dashboards
• Mentor less experienced team members on AI/machine learning methodology and techniques
• Manage & supervise AI Control Desk and Fallback teams