Operations Manager (Call Center & Branches)
Al Futtaim- Hertz International Franchisee
Total years of experience :17 years, 10 Months
Al Futtaim Group is one of the largest and most diverse group in the Middle East employing over 44, 000 people and operates across divisions comprising automotive, electronics, insurance, services, real estate, retail, industries, and overseas
Hertz UAE is a Franchisee of Hertz International which is a global leader in car rental services.
The primary responsibilities include managing all operational activities for the Rental Operation department that consist of Dubai Branches, Contact Center, Back Office, DED Cases, Branch receivable for rental and collections of the personal lease.
This includes 15 locations accounting for approximately 80% of business for the company by volume and over 75% by revenue.
Manage the largest team within the business comprising of more than 90 associates comprising of Team Leads, Branch Coordinators, Customer Service Representatives and Logistic Executives
Oversee the broker relations and ensure that Hertz UAE is placed competitively on all online channels across the world
Extensively involved in all major long and short-term initiatives including fleet planning, cost management, pricing and operational strategy for the rental business targeting improved efficiencies and profit
Closely working with the General Manager, Rental and supporting him with reports and insights that enable him to present regular business updates to the Board and Owners
Regular discussions with the Managing Director and Other department heads providing inputs that are aimed at identifying opportunities for improvement within each function of the business
Constant mentoring of the team leaders and other senior members of the team to help them enhance their skills so that they can perform their job better
Mentoring the Pricing Analyst and leading the pricing initiatives for the business in order to have desirable profit margins in each business transaction
Work closely with the marketing team of both Group and Hertz International to leverage all marketing initiatives in order to improve reach and penetration in the market
Motivates, coaches, directs and assesses all Team Leaders and staff to achieve/exceed the defined departmental objectives.
Focuses on customer satisfaction by continuously measuring, managing and monitoring key Satisfaction indicators.
Increasing and developing business opportunities through various routes to market.
Duties & Responsibilities:
1- Agents and floor management:
Audit, coach and train a team of 25 agents to be outstanding performers, ensure that all their tasks are being done on shift basis and conduct their annual appraisals.
Inspiring each and every team member to perform and produce their full potential.
Conducting Interviews & recruit newcomers.
Organizing training workshops to improve performance & adherence of the members who were lagging behind in terms of performance.
Analysing & determining the assigned projects and distributed tasks to the agents as per their area of expertise.
Identify and reinforce positive behaviors through formal and informal reward and recognition.
Encourage and develop teamwork among others.
Interpret and communicate business expectations to the team members.
Handle 2nd level escalated calls whenever required.
2- Generating Reports:
Generating monthly reports to the supervisor and offering solutions to the top management regarding project-related queries.
3- Quality Assurance:
Monitor calls and metrics, provide feedback & coaching sessions.
Facilitate cross-functional communication within team members to improve working environment.
4- Dubai Economic Department Disputes:
In charge of handling and responding to the DED complaints in formal legal Arabic wording.
5- High Rated Valued Customers:
In charge of contacting the HRV customers & provide them high quality service in order to retain them.
Customer Service Responsibilities
•Guiding the customers and giving them all information in the mall.
•Assist the Marketing department with the events and promotions.
•Assist in supervising the Gift Voucher program for the center, ensuring accuracy in all cash handling and accounting procedures
•Coordinate with all customer service staff to ensure they are aware of all activities in the common areas of the mall.
•Handling and resolving customer complaints.
•Responsible for overseeing the Lost and Found function for items and lost children, ensuring clear and adequate procedures are in place and well communication to staff, retailers and customers.
Call Center Coordinator Responsibilities
•Making a daily report for how many call received, daily agent performance, daily call register and daily complaint sheet.
•Making a monthly report for how many call received through the month and make compare between every month.
•Monitoring the call quality and giving daily, weekly, & monthly reports.
•Making a monthly Schedule for agents in call center for 3 shifts
•Provide weekly feedbacks to the agents based on the Daily Agent Performance.
From 15/06/2009 till 14/02/2010 Team Coordinator & Quality Advisor
• Manage the Call Floor and make sure that the employee is following their schedules properly and provide daily feedbacks to the agents based on the Daily Agent Performance.
• Reviewing Customer’s complaints and Cases submitted by the agents on CRM and other applications.
• Monitoring the call quality and giving daily, weekly, & monthly reports.
• Train &Supervise the DLA Team (Dedicated Live Agent) on handling Fax, Email, Voice Mail, Info, E-complain system, and E-services.
• Scheduling 170 agents in 3 shifts 24/7 and making sure that all IVR (Interactive Voice Response) Skill Sets are distributed properly such as Languages, PTA, Cases, Metro, Licensing, and other inquires.
From 10/09/2008 to 15/06/2009
• I am working as Customer Service Representative at Copula Tele Service in the sake of RTA contact center in Dubai Silicon Oasis and my responsibilities in this period:-
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Effectively deal with job stress, angry callers, and upset customers.
• Use the most appropriate way to communicate with different behavior types on the telephone.
•Opening new accounts
•Contracting and issuing clients' contracts
•Customer account service
•Receiving customers complains and requests and handle it
•Receiving customers new accounts by email and handle it
•Company representative in seminars, fairs and outdoor meetings
•Sending and receiving emails within the team and the other departments
•Daily follow up with customers, fulfill customer needs
•Co-operate with my team to make proposal for customers
•Follow up with the other departments to fulfill the customers' acquisitions
* Explaining modules international computer driving license (ICDL) and human resources, sales, marketing, time management and communication skills.