Business Excellence Manager
Enable outsourcing
مجموع سنوات الخبرة :16 years, 9 أشهر
Enable outsourcing 7/2021 to present
Business Excellence Manager
Manage Quality, Training, Workforce, and Project Management
WFM and RTM:
• Assure New Contract's profitability and achievability by calculating Headcount and applying Quality standers.
• Manage WF activity to plan, monitor, and achieve requested AHT, and SLA and ensure meeting clients' requirements.
Quality Management:
• Assure the delivery of Quality deliverables for all new and existing services according to the agreed acceptance criteria.
• Plan, monitor, and report services' performance according to defined KPIs.
• Run Internal audits across the contact center and initiate the action plan with the concerned stakeholders and follow up on it.
• Enhance orientation session content/process and integrate it with the quality certification process.
• Lead application e-finance different audits, certifications, quality, and operation excellence methodologies.
• Evaluate and enhance the knowledge and skills of quality assessors, and trainers.
• Create contact center SOPs with e-finance quality standards.
Training:
• Set and evaluate the implementation of orientation sessions, weekly schedules, and quality certification agenda.
• Ensure designing an effective training material.
• Ensure keeping updated documents (e.g. Training records, forms)
PMO:
• Defines project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders.
• Develop full-scale project plans and associated communications documents.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Liaise with project stakeholders on an ongoing basis.
• Estimate the resources and participants needed to achieve project goals.
• Identify and resolve issues and conflicts within the project team.
Assist Operations Senior Manager in day-to-day coordination and management of business operational activities across all sites.
• Coordinate and monitor progress on project tasks assigned to site managers to ensure project delivery within allocated budget and timelines.
• Liaise between site managers and functions to ensure smooth operations delivery and enhance efficiency and utilization.
• Assist Operations Senior Manager in day-to-day coordination and management of business operational activities across all sites.
• Prepare Power Point presentations, capture meeting minutes and disseminate actionable items for various shared accounts.
• .Prepare compiled reports for faster decision making on operational targets.
• Monitor, control and project manage operations action plans and initiatives to meet expectations and company goals.
• Build and maintain strong internal customer relationship through a planned calendar and organization of regular meetings and communications.
• Provide direction and guidance to internal operation teams to achieve performance targets. 10. Identify problems in operations process and resolve them in quickly and timely manner. Request processes development to govern the interaction with all supporting functions.
• Maintain clear and accurate operations documents/procedures for reference purposes.
• Assist in other tasks as required by Senior Manager Operations.
Improve Customer relation, Complaint handling, answer all Customer inquiry, coordinate with all department to solve customer problems and increase satisfaction.
delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources.
use a range of measurements to monitor, analyze and plan improvements to call-center performance. coach, trainer, mentor, motivator and manage, according to COPC standard
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks;
Review all Roles and procedures in consistency audit and set action plan and review it
Quality Supervisor : Team Managment - Result analysis - Action plan follow up -process analysis and update
Deal with customers, close deals, follow up, handle customer and client complaint