Call Center Operations Manager
Extensya
Total years of experience :12 years, 3 Months
Ensures that daily operations fulfill service targets and KPIs and shift resources among teams if required
•Ensures focus on the achievement of income generating activities and the maintenance of performance service standards.
•Maintains professional tools and facilities to achieve the department target and Objectives.
•Organizes resourcing and load balancing during the shift intervals
•Resources allocations through different functionalities inbound out bound campaigns.
•Implements monthly schedule and implements overtime schedule when needed.
•Manages the reps leaves, Vacations, Switching, and Time off
•Follows up on team leaders activities, duties and responsibilities
•Follows up on the Contact Center Rules & Regulations
•Coaches and provides feedback to the Customer Service Representatives and Team Leaders
•Coordinates with the Training Department and Recruitment department.
•Conducted More than 150 hours training on Customer Service.
•Operations Supervisor at Extensya for Vodafone Qatar May 20th 2014 till 20th of August 2014.
Job Description:
•Handling escalations and complaints.
•Assuring that SLA is met on a daily basis.
•Follow up with the WFM regarding the schedules.
•Working with the RTM to assure that all reports are being prepared & delivered on time.
•Managing the team leaders and split tasks between them.
•Handling attendance issues and make sure that retention is within the acceptable average.
•Preparing English tagging templates for agents to use while handling calls.
•Handling &Follow up on escalations sent by the client.
•Point of contact with India call center for Vodafone Qatar (English queue).
•Operations Supervisor at Extensya for Aramex Saudia Arabia August 21st 2014 till 1st of October 2016.
Job Description:
•Managing a team of 240 advisors and 11 team leaders.
•Following up on the Teams Leaders KPIs & Run a random check on agents and listen for their feedback
•Monitoring of assigned queues.
•Following on the daily tasks and targets.
•Coordinating with other department regarding daily, weekly & monthly reports.
•Point of contact with Aramex Operations head offices in KSA & Dubai.
•Following and closing all escalations from client side.
•Managing QA team to assure quality scores for the team are as per the SLA.
•Running enhancement plans to improve the KPI’s.
•Implementing competitions among the team in order to motivate them.
•Listening to random calls and arrange for coaching sessions when needed.
•Preparing anger management training courses and customer care training courses to assure great customer care experience.
•Conducting 2nd interviews for the new joiners along with an English test.
•Reducing attritions and reporting for any need in the active head count.
•Quality Management by Ensuring that the QA Team is delivering their role correctly with the agents (agents and TLs feedback)
•CMC (Customer Management Center) Supervisor at Extensya for JollyChic Corp October 2016 till present.
Job Description:
•Overseeing and leading the contact center staff..
•Organizing, supervising and evaluating the work of assigned staff.
•Managing the employees’ daily activities to ensure overall performance and quality objectives are met
• Conducting needed trainings for the agents and team leaders ( complaint handling, team building and leading, email etiquettes & people management)
•Implementing all the new updates and following on them with the team.
• Handling customer complaints and ensuring that they are resolved.
•Motivating employees and making sure that all rules are followed to assure excellent customer experience.
•Monitoring agents’ attendance, leaves and vacations
•Implement and monitor work plans to achieve assigned goals and objective.
•Working side by side with the QA team to enhance the quality of the team performance.
•Report any customer feedback to the client along with the needed suggestions.
•Controlling the turnover among the team.
•Handling 2nd interview for all potential new joiners.
•Preparing action plans and following on them
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