Group Manager
Estarta Solutions
Total years of experience :18 years, 9 Months
• Leads team of managers who respond to service requests and resolve customer and engineers’ issues.
• Serves in a liaison role, the senior manager creates a bridge that connects the technical and business perspectives of customer engagements.
• Demonstrates knowledge of processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop and retain top talents on a high-performance team.
• Supervises the activities with responsibility for results in terms of customer service satisfaction.
• Manages workload among team members, including implementation of innovative case management techniques. Mentors other managers in management and Estarta practices.
• Assumes leadership role in the TAC or cross-functional teams to drive service delivery and/or product improvements.
• Provides management guidance to all levels of exempt employees on accomplishing goals.
• Works independently to identify complex issues and resolves complex problems that impact the strategic direction of the TAC and to resolves intra/inter team/TAC conflicts effectively.
• Collaboratively with the TAC VP conduct Performance appraisal for the Managers reporting to him/her.
• Works cross-functionally (TAC/IT/HR) and with customers building business partnerships and focusing on the customer.
• Builds high performance teams, develops people and creates a shared vision.
• Understands the inter-company needs and initiates, develops, executes and monitors action plans to address problems.
• Works with other escalation groups and engineering groups to understand and position customer solutions.
• Operates within the framework of Estarta culture and values
• Understands and manages group dynamics.
• Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling; initiating, coordinating, and enforcing systems, policies, and procedures.
• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
• Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
• Directs technological research by studying organization goals, strategies, practices, and user projects.
• Completes projects by coordinating resources and timetables with user departments and data center.
• Verifies application results by conducting system audits of technologies implemented.
• Preserves assets by implementing disaster recovery and back-up procedures and information security and control structures.
• Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
• Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.
• Maintains quality service by establishing and enforcing organization standards.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.
• Contributes to team effort by accomplishing related results as needed.
• Manage a team of call center agents.
• Be available to affect the entirety of the team's operations.
• Manage by walking around. Be visible to answer questions.
• Take calls that my agents can't handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Weekly Meeting with My team in order to review the following topics:
Review the past week's events, including statistics, results and industry news.
Disseminate new product information to the agents.
Introduce new staff members.
Answer questions and comments.
Provide agents with a glimpse of future weeks.
Present commendations and awards.
Communicate company information.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
Ensure administrative bookkeeping is accurate.
Create and maintain files on each agent as they relate to attendance, production, and reviews.
• Present to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.
• Recruit new staff and schedule existing staff to meet service level objectives.
Interview and hire staff. Assess needs/plan ahead.
Develop schedules with agents each month to ensure call center objectives are covered.
• Manage training programs for new hires and existing staff.
Work with management on refining and scheduling appropriate training sessions.
Develop training documents that support call center operations.
Create residual training pieces to foster growth.
• Develop contests, awards and themes that increase agents' loyalty and focus.
• Produce a quarterly "white paper" outlining your team's performance and growth.
Team performance for three month period.
Individual performance of core, focus and new staff.
Team and Individual analysis of upcoming quarter.
Supervisor disappointments of past quarter.
Supervisor successes of past quarter.
• Establish monthly meetings with other departments to review call center operations.
Meet with human resources to review staffing levels and employee issues.
Meet with MIS to review computer hardware, software and database issues.
Meet with outside field staff to review upcoming events and call center / outside participation.
• Produce performance reviews.
• Create effective channels of agent feedback.
On 15th of March I have been promoted to “Call Center Support & WFM Specialist”, New tasks were added under my responsibility and below some of them.
• Managing Call Center Operation Activities, Tasks, SOPs& Calculations such as Call Center incentives for all levels “Inbound Agents, Outbound Agents & Team Leaders” to ensure that all types of the above are running on the right track.
• Support all call center divisions with their team’s performance and provide them with needed feedback and on spot.
• Review and Calculating all department headcounts and do the needed distribution between divisions to ensure best resources utilization.
• Calculating all employees working hours for those whom are on hourly pay and communicating their pay to the HR in order to reflect it on the company payroll.
• Auditing Team Leaders tasks and send timely reports to their supervisors.
• Analysis & Report all Call Center KPIs and deliver them to the management on Daily, Weekly & Monthly basis.
in 1/1/2009 new division was created “WFM & Scheduling Division” and I was nominated to lead this unite
WFM
• Determining & adjusting Agents schedules based on workload/forecast shifts, and update systems with real-time shift adjustment information.
• Recommending real-times schedule changes and identifying efficiency opportunities.
• I have been responsible in launching WFM system in March 2010 through providing all requirements, implementation process, soft launch & testing whereby I become now having an excellent experience in delivering best results & providing all requirements using this system.
• Extracting reports through all systems “WFM, CISCO, and CRM …” and then provides upper management with intra-day, daily, weekly and monthly KPIs and achievements.
• Using CRM application to generate a report includes customer’s calls outcomes and includes this in the monthly report with root causes and action plan.
• Contributing in developing reporting tools “CRM, WFM” in order to get the right statistical data for the department performance and at the right times.
• Provide suggestions to edit and add new functions on the CRM ticketing system
Telemarketing
• Reporting & Analysis: I’m responsible on all telemarketing division campaigns and I’m using CRM system in campaign’s creation, assigning data to the team, extracting and filter final result in order to send them in a report to the marketing team supported with recommendations, suggestions & customer’s feedback.
• Develop and enhance CRM system in terms of reports customization, screens enhancement, report all obstacles and system errors to the CRM team in order to solve them ASAP. I have developed more than 90% from Telemarketing tasks to be automated using CRM system rather than work them manually.
• Suggest new requirements to enhance CRM, Information tool & IVR performance.
On 1/6/2007 my title changed to be (CCBSO) and below you will find some of the primary objectives for this position:
• Prepare scripts and FAQs for agents & Updated, designed Information Tool accordingly (Website has all information needed from agents to handle customers inquiries)
• Conducted and arranged trainings sessions for new hired employees, and for any new products or services for the entire team.
• Played an active role in technical problem solving & was very instrumental in influencing management directions to meet & ensure that the new and updated systems going into production are fulfilling the department business needs.
• Participated and assisted in creating, reviewing and updating department processes and procedures, and participated in QA standard procedures documentation (SOPs) in alignment with quality standards.
• Very Good knowledge in CRM screens, suggest editing, removing or adding new screens.
• Extracting CRM reports do the needful analysis and send them the upper management supported with action plan, suggestions & recommendations.
• Updating IVR menu and IVR release.
• Lead the team to Cross\Up selling and Customer profiling.
• Supported customer care department to ensure availability of the right technology & proper tools.
• Proposing workforce and resource utilization to achieve department objectives and KPIs “Forecasting & Scheduling”.
• Analyzing department performance measures and providing feedback with expected improvements.
I promoted to be (QCMO) on 15/5/2006 till 31/5/2007, Below you will find some of the primary objectives & responsibilities for this position :
• Perform quality monitoring for the Call Centre.
• Provide accurate and timely quality monitoring reports of the agents and serve as an exemplary client focused employee.
• Gave necessary coaching aligned with department procedures and regulations.
• Ensure information flow updates are being updated accurately and in a speedy manner on the communication tools.
• Conducting and arranging trainings sessions for new employees on how using our systems (CRM, CISCO, Information Tool..), products, services …
• Handled all kinds of customers’ inquiries and requests of service (related to subscription, handset usage, invoices, bill payments, change of offers, service fees, additional service and any new offers, product and services that Umniah would provide); in a prompt, courteous, friendly and professional manner.
• Educated customer about Umniah services and products offered and direct customers toward available resources for self-help/service.
• Resolve customer complaints and issues until customer satisfaction being insured using available systems CRM, RBT, PRE TUB…
• Enter customer data and other relevant information into call centre database CRM or other data repository, as required.
• Alert call Center management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (e.g.; network problem, system failure…etc.).