Ahmed AlHajri

o To ensure the SLA Targets are met within planned time, cost and quality norms by
ensuring effective utilization of the allocated resources.
o To ensure the development and maintenance of Standard Operating Procedures (SOP)
and other documentation to ensure uniformity across teams and processes.
o Responsible for process deliverables as per agreed SLA's and quality.
o Performance Management.
o Ensure timely appraisals of the operations team.
o Ensure that attrition is managed in the business and the right people with the right skills
are recruited into roles.
o Handle escalations - internal from within the organization and external from clients.
o Liaison with various departments within the organization.
o Take the lead in implementing new systems and processes.
o Address any people management issues on the operations floor.
o Plan shift management and floor planning.
o Conducting Manager's review sessions periodically and identify the areas of concern
and suggest improvement plan for the same.
o Present the weekly / monthly process wise performance to senior management & to
clients.
o To ensure performance levels of Team Managers and Process Executives meet the
service level agreements.
o Facilitate to meet contractual obligations and client expectations.
o Ensure all contingency plans are in place.
o To maintain a perfect work flow of the profit center, preparing strategies for
implementing effective concept of operation, better productivity and profitability.
o Operational planning and change co-ordination for all expansion initiatives.
o Manage staff on a daily basis, distribute work, assign account responsibilities, ensure
appropriate staff levels, and provide necessary training.
o Monitor core departmental deliverables of cash and asset reconciliations for completion
within established deadlines.
o Exceptions are reviewed, researched and resolved for all accounts per established
tolerance levels.
o Work with the team to complete long-range projects designed to improve workflows,
streamline processes, lower error rates, increase client satisfaction, etc.
o Participate in cross-departmental initiatives formulated to create or improve existing
functionality and processes.
o Consistently evaluate and update documented procedures to ensure they are complete,
accurate and current.
o Drive performance & cost-efficient process initiatives.
o Standards for Measuring Success:
• Client satisfaction level
• Meeting Service level Agreements
• Customer satisfaction survey
• Process deliverables
• Team building initiatives
• Team productivity

o Ensure teams are meeting Mobily customer care services level, productivity, quality and
customer satisfaction requirement.
o Ability to motivate. Inspire teamwork and managing employees with diverse engineering
background and experience
o regularly develop and present performance metrics to senior management
o Knowledgeable of current and upcoming technical developments in the industry
regarding proper network maintenance and operation
o Partners with customer care account managers to proactively develop customer care
support plans for new product roll - outs
o Works with other members of operations team to deploy world class support for new

o Monitoring the day to day tasks in the call center and helping call center agents to
perform better.
o Motivating and leading the team to ensure that the quality of work performed by call
center agents is good.
o purchase orders for the required material and equipment needed for smooth operations
o setting up company’s goals, targets and performance requirements to achieve better
quality in work and profitability for the organization
o Make sure to apply better strategies for work in order to achieve excellence in
performance of call center staff.
o includes motivating, leading and inspiring the call center employees, introduces
incentive and rewards to motivate employees to give their best performance
o required monitor the work performed by employees and conducting performance
appraisal & assessment exercises in the call center
o Meeting with top management to request new tools to improve our new challenges.
o Monitor and assign officers on right segment to maintain and achieved service level.
o Develops current system to appropriate our customer’s requirement.

o Report policies and procedure’s gaps affecting collection target, support other credit and
collection function to achieve KPIS.
o Provide leadership and direction to credit team to achieve maximum control; of risk
factors.
o Implement credit and collection policies ensuring voiced concerns are covered
o Help controlling him and run concept through ensuring proper on high risk accounts are
taken in a timely manner.
o Ensure consumer credit policy as applied at all CRM interfaces.
o Support measuring effectiveness of credit and collection processes in coordination with
whole department functions.
o Guide credit team to carry out close monitoring on roaming, local usage and policies
implementation.
o Utilize all tools not limited to FMS /collection system to achieved function objectives.
o Monitor new products and promotion effective.
o Promoting a customer- friendly attitude among credit analysts, to be reflected in their
calls and phone manners.
o Carry out periodical reports analyzing credit team effectiveness.
o Aiming at highest level of precision and accuracy concerning roaming & credit alarm not
limited to mailbox generated pools & FMS and relevant applications.
o Monitor relevant FMS and credit control alarms efficiency.
o Promoting a customer - friendly attitude among credit officers to be reflecting in their
calls and phone manner.
o Establishing the concept of “ Zero mistake “ among credit team officers through regular
checkups on the accounts reviewed, and ensuring that all actions taken fall under the
credit processes .
o To involve team member in tasks going beyond the scope of their day to day work
(project work) in order to help them grow and develop new skills.
o Implement credit strategies. Coordinating with IOP, RA and IT reporting and controlling
potential risk.
o Effective communication / information dissemination practices to provide the team, other
department & management with pertinent information.

Manage a team of call center agents.
o Be available to affect the entirety of the team's operations
o Review and update team members status to make sure we are maintain SL and
customer waiting
o Recheck last working days performance with highlighted lower score and performance
and focus with them with needed doing and motivate the top performer.
o Manage by walking around. Be visible to answer questions.
o Take calls that your agents can't handle and be available when an agent appears to
need assistance.
o Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls
waiting, abandonment rate, adherence etc.
o Motivate and encourage agents through positive communication and feedback
o Perform at least one monitoring evaluation with each agent every week
o Make sure the incentive correct with our team performance and escalated if not to bring
team rightness
o Meeting with team members one to one to give them weakness and strong points for
last month performance and make a plan to next month
o Present to the Direct Manager at the conclusion of each week a details of the past week
performances checklists and a written performance summary of the team.
o Listen live calls to make sure that all agents apply the Quality stander.
o Escalate customer’s issues & system in spot to get customers satisfactions

o Obtains client information by answering telephone calls; interviewing clients; verifying
information
o Determines eligibility by comparing client information to requirements.
o Establishes policies by entering client information; confirming pricing.
o Informs clients by explaining procedures; answering questions; providing information
o Maintains communication equipment by reporting problems.
o Maintains and improves quality results by adhering to standards and guidelines;
recommending improved procedures.
o Updates job knowledge by studying new product descriptions; participating in
educational opportunities.
o Accomplishes sales and organization mission by completing related results as needed

o Defines application problem by conferring with clients; evaluating procedures and
processes.
o Develops solution by preparing and evaluating alternative workflow solutions.
o Controls solution by establishing specifications; coordinating production with
programmers.
o Validates results by testing programs.
o Ensures operation by training client personnel; providing support.
o Provides reference by writing documentation.
o Updates job knowledge by participating in educational opportunities; reading
professional publications; maintaining personal networks; participating in professional
organizations.
o Accomplishes information systems and organization mission by completing related
results as needed.