Contact Centre Supervisor
Dubai Customs
Total years of experience :23 years, 0 months
Job Purpose: To oversee implementation and roll-out of Avaya Aura Contact Centre Solution and align the Contact Centre according to best practices of the Industry.
Roles & Responsibilities:
Roll- out of Avaya Aura Contact Centre solution.
Design and report customization
End user system training
Defined the business processes for Siebel/ECR integration with Avaya Aura Contact Centre solution.
Assisted in Establishing and implementing the Call Center Unit’s policies, goals and objectives.
Strategic planning and execution of the system and processes to enhance productivity and efficiency throughout the contact centre’s operations to meet the organization’s sales/customer service objectives.
Ensure proper communication with customers, vendors and other teams
Supervise the daily call-center operations from an “end-to-end” under the guidelines of the Contact Centre Senior manager.
Maintaining of the call center systems.
Managing IVR scripts, call flows and agent setups
Responsible for shift co-ordination, staff scheduling and staff management.
Maintain monthly and annual reporting on performance and other aspects of the call center and Operator.
Aligning Contact Centre with that of the Dubai Government contact Centre standards
Ensure proper communication with customers, vendors and other teams.
Job Function: Managing the Front Desk Operations of the Clinic and ensuring Patient Satisfaction. Setting of up of Patient Response Center.
Responsibilities:
• Managing the day to day operations of the reception and patient areas of the center.
• Setting up Patient Response Center
• Preparation of the doctor and reception schedules.
• Patient Liasion (walk-in, email, telephone)
I was instrumental in planning and designing the Call Center for Jafza. I set-up call centre operations as well as mediated between Oracle CRM package implementer and CTI solution provider.
Upon the Go Live, my work includes planning, directing and managing daily call centre operations. Apart from that, I also formulate policies and co-coordinate team activities.
My Key responsibilities are as follows:
1.Defining workforce management processes in the call centre.
2.Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations to meet the organization’s sales/customer service objectives.
3.Develop and direct the management of the call centre to ensure customer satisfaction.
4.Staffing and scheduling.
5.Maintain monthly and annual reporting on performance and other aspects of the call centre.
6.Employs and promotes the use of Quality Tools to ensure the continuous improvement of Systems, Customer Service and operations.
7.Keeping updated on the trends of the industry in the region with regards to technology, best practises and benchmarking.
8.Develops and reviews call centre performance measures and/or KPIs to measure customer service, productivity and operational efficiency and plans and directs initiatives to comply with the KPI targets.
9.Managing the day to day operations of the JAFZA operator.
10.Compiling TNAs
11.Sending out Customer communication
I was a team leader in the Customer Services Department, which is responsible for providing technical support for both ISP and Telecoms services to our clients throughout South Africa
My duties included those of assisting my manager with the running of the department which includes :
-managing my customer services team
-carrying out of quality and performance assessments
-providing daily feedback to my team regarding their performance
-training and development of the team as well as other departments within our organization
-network monitoring
-drawing up of break schedules
-drawing up shift reports
-compiling daily stats
-customer communications
-administering of Service Level Agreements
-assisting team members with technical support
Apart from the above mentioned duties, I was also actively involved in our company’s business development department. One of my key responsibilities in the bus dev dept is that of the Service Level Agreement (SLA) administrator. I was also responsible for carrying out market related competitor research and have just recently been instrumental in the redevelopment of our web hosting and server hosting products.
Job Description
I was part of a response team that offered telephonic technical
support to one of South Africa’s leading Internet Service Providers.
My designation was that of a junior team leader and I was also
actively involved in our training and coaching divisions.
Duties
My duties included those of assisting my senior team leaders with the running of the floor which included :
-network monitoring
-break schedules
-drawing up shift reports
-compiling daily stats
-attending to faxes
-replying to helpdesk mail as well as taking technical calls
Apart from the above mentioned duties, I was also actively
involved in the training and coaching of our department. I assisted
in both technical as well as soft skills training. I was responsible for compiling our training manual as well as keeping it up to date. My responsibilities included those of keeping the staff up to date with the latest software upgrades that affected our clients.
PMI’s Project Management Professional (PMP)® credential is the most important industry-recognized certification for project managers. Globally recognized and demanded, the PMP® demonstrates that you have the experience, education and competency to lead and direct projects.
Developed by the Call Center Industry Advisory Council (CIAC), CIAC Certification sets the standard for professional excellence in call center leadership and management. The first of its kind, CIAC Certification is the only standardized and accredited credential for the call center management profession, and the only certification administered and governed by a not-for-profit industry body established exclusively for this purpose. CIAC Certification is cultivating a new breed of leaders and managers who create and sustain call centers that consistently deliver outstanding service, optimize customer value and contribute to business goals. I have successfully completed the Operations Management and People Management modules, the remaining 2 modules will be completed by December'2010
The course and exam covered the following aspects: -media and topologies -protocols and standards -network implementation -network support
FLM2 :Managing People (1st line management)
Subjects: HTML Dreamweaver Fireworks Flash JavaScript Action Script
Basic Computing Principles Computer Programming Modeling for Computing with Mathematics Human Communications & Information Systems Business Systems Development Networks Excel, Access, Word and Internet
Basic Computing Principles Computer Programming Modeling for Computing with Mathematics Human Communications & Information Systems Business Systems Development Networks Excel, Access, Word and Internet
