Programs Operation Manager
Human Resources Development Fund
Total years of experience :10 years, 7 Months
Programs operation manager
• Setting and meeting performance targets for speed, efficiency, sales and quality. • Launching incentive programs to generate and increase sales. • Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations. • Carrying out needs assessments, performance reviews and cost/benefit analyses. • Ensuring all relevant communications, records and data are updated and recorded. • Advising clients on products and services available. • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues. • Maintaining up-to-date knowledge of industry developments and involvement in networks. • Monitoring random calls to improve quality, minimize errors and track operative performance. • Coordinating staff recruitment and liaising with HR staff. • Reviewing the performance of staff, identifying training needs and planning training sessions. • Recording statistics, user rates and the performance levels of the center and preparing reports. • Handling the most complex customer complaints or enquiries. • Organizing staffing, the number of staff required to meet demand. • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. • Forecasting and analysing data against budget figures on a weekly and/or monthly basis.
To support the access for service users to sustainable employment opportunities as created by the Employer Partnership Consultant for Service Users within the labour market throughout the designated region, ensuring that service levels exceed employer expectations. Support the Management, development, increase and retention of employers accessing our employer engagement service. Communicate effectively with all of the Employer Engagement Team and all delivery and supporting staff across the Trust. Ensure our service users receive an efficient and effective service. To communicate customer requirements and/or schedules to internal staff in a timely and executable manner to promote optimum cost efficiency and meet all deadlines. To be involved in project development of new and existing system requirements. Identify new business opportunities and assist with the conversion of these effectively. Regular communication with partner organisations to ensure that outcomes are maximized through accessing wider employment network. Provide operational teams with sufficient quality information to assist with client selection. Support operational teams about opportunities available in key industry sectors. Ensure that services are delivered in line with business processes and are ompliant with organisation policies and procedures. Manage Job clubs within the region producing effective Service User support. Ensure that services delivered to customers meet quality standards. Work to targets set, including but not limited to Application Outcomes, Interview Outcomes, timescales for services and specific business process milestones. As required by Operations Manager and in line with reporting practices, provide information relating to caseload. Assist with the induction of any new members of staff and, if required, act as coach/mentor to less experienced colleagues.
Responsible for acting as the team leader and ensuring that all Account Executives meet their targets. Duties; ◾Launching incentive programs to generate and increase sales. ◾Coordinating and supervising the day-to-day sales efforts of the team. ◾Assisting Account Executives in the preparation of proposals and presentations. ◾Training and coaching team members on selling techniques. ◾Setting examples for other staff in areas of personal character, commitment and work habits. ◾Reducing shrinkage by managing loss prevention techniques. ◾Leading, directing and motivating the sales team. ◾Gaining a thorough understanding of every customers’ needs in order to offer them the best solution. ◾Presiding over weekly staff meetings. ◾Conducting real-time phone monitoring of staff. ◾Maintaining staff attendance and punctuality reports. ◾Promptly handling customer complaints. ◾Field training new sales representatives. ◾Monitoring and responding to changing service level requirements. ◾Maintaining accurate records of customer contracts. ◾Attending all company departmental and general meetings. ◾Completing all sales paperwork. ◾Recruiting sales representatives. ◾Carrying out staff performance reviews. ◾Addressing individual and group training needs.
• Bachelor of Business (Marketing) 2008 - 2012 James Cook University Australia • General and Academic English
2004 - 2006 Secondary Commercial Institute Saudi Arabia
