Customer Service and Operation Manager at NoDust Services Egypt
NoDust services Egypt
مجموع سنوات الخبرة :17 years, 5 أشهر
Setting operational plans according to each project needs, scope and requirements.
• Monitors, coaches and guides the team mangers in order to teach them how to
manage their teams.
• Manage a team of Supervisors serving more than call center activity with operational
responsibilities to ensure that the organization achieves it business objectives.
• Increase staff productivity to be measured through budget & utilization ratio.
• Ensure that the team results are meeting the predefined goals in terms of quality and
productivity.
• Monitoring operational activities on daily basis based on the project scope and
requirements.
• Setting goals and targets for a number of teams in line with strategy targets and vision.
• Monitoring the quality and effectiveness of the training on products and services.
• Providing feedback and guidance to agents and team leaders on a regular and timely
basis to help reach goals.
• Lead and motivate the teams and the team Leaders to maximize effectiveness of the
deliverables.
• Motivate, Inspire, stimulate, instruct, direct, coach, brief and manage performance.
• Manage all the business interactions between our company, the end user (customers),
to insure the highest level of customer satisfaction and maximization the revenue for
both company and clients.
• In charge of preparing the operations budget and proposal for any planning
expenditure and approve any operational investments that best meet the organization
business strategy.
• Reviewing and assuring the accuracy of team’s deliverables before passing to the
clients.
• Communicate daily, weekly & monthly performance report and discuss it with
company owner on our monthly & quarterly business review meetings and
achievements.
• Maintain a healthy and goal oriented Workforce Management team that drives the
company’s performance upwards with the attention to areas of cost reduction.
• List possible sources of planning data and identify processes for data collection.
• Prepare hiring plans for all projects.
• Suggest and follow up corrective actions for the unachieved performance metrics for all company.
• Prepare the work approach for the workforce & reporting department according to the
highest quality standards and assure compliance to the approach.
• Providing reports and analysis to help in processing all invoices and salaries and
reflects all the operation productivity and figures in details.
• Communicate effectively with all departments that will need to engage to deliver on
operational or project implementation.
• Communicate and reporting directly with the company owner to ensure running the
operation in a right way and in case of any technical modification in the operation.
• Responsible for improving customer service level of satisfaction.
• Managing Quality Control Team “Two Quality Control Specialists and eight Quality Control Executives”
• Measure the continuous improvement of end-user/client satisfaction, and develop the quality of service, by following COPC standards (COPC abbreviation for Customer Operation Performance Center).
• Develop Transaction Monitoring Approach and also calculate the numbers of monthly and quarterly calls must be evaluated by the observer teams in accordance to international standards of COPC.
• Develop and implement management procedures and prepare score sheet system for QC team included all metrics and attributes according to COPC standards.
• Set process and improvement plan for low performance agents and also for the repeated failure agents.
• Attending the ISO/COPC external and internal audit after that implement the corrective action to cover any weakness points.
• Attend external kick of meeting for new projects to know and implement client’s requirement.
• Deliver the calibration sessions for quality standards to Team Leaders, supervisors and managers to align quality monitoring criteria and techniques.
• Creating a Quality Reference Guide to be used as a supporting guide and facilitating manual including scope of calls, call flows in addition to tips and tricks for delivery of World Class Customer Experience.
• Measurement the consistency of monitoring evaluation between all observer team monthly to cover any variation between observers.
• Analyze quarterly the findings which came from the End-User Satisfaction surveys with the End- User Accuracy report.
• Analyze quarterly the findings which came from our Business Client satisfaction surveys with the Business Critical Accuracy report
• Analyze monthly the programs’ quality results and determine and following the corrective action.
• Capture and reports customers comments towards continual product and services development
• Contribute to quality workshops to new hires & existing employees
• Determine the minimum requirements and skills to hire newcomers agent in Quality Dep. and responsible to conduct the 2nd interview for the newcomers.
• Modify training programs as necessary, in order to adapt to changes occurring in work environment.
• Prepare evaluation, assessment and quizzes for all key customer related jobs
• Prepare annually verification for all KCR jobs.
• Set internal rules between Quality Control Dep. and Operation Dep.
• Set performance and job objectives and preparing the KPi’s & Career path and monthly evaluation for the all members.
• Prepare Team Priority List and support them to achieve it.
• Regular monthly meetings with the quality team to discuss ever ides or recommendation to develop the work and conduct one to one meeting.
• Communicate & Working relationships between our Dep and Internal (Operations, Workforce, Training, HRD, Admin, Facility and Helpdesk) and also External (Clients).
• Assist in managing team “one Senior and six executives “whom responsible for” Vodafone Outbound campaign, El-Mokhtabr and NOBELTALK Offshore and Olympic Group and the rest of projects”.
• Support with the executive to review the CRM & PK training material to make sure all points is clear and send any concerns to operation side to update.
• Monitoring a random calls for Operation and Quality teams
• Preparing new score sheet for any project
• Utilize standard reports in order to monitor operations and analyze results.
• Filter the results to proper channels as well as generate mutually workable solutions.
• Propose new tools and/or enhancements to existing processes for the most efficient operations of the Teams/Departments and Company as a whole.
• Assist Customer Service agents in resolving customer related issues which are beyond agents’ control.
• Assist in preparing & implementing “ISO 9001” requirement
• Assist in review and enhance quality standards
• Giving Quality training to new-comers for any project
• Training all operation Dep. on quality standards.
• Assisting operation Dep. in organize the knowledge bases.
• Set internal rules between Quality Control Dep. and Operation Dep.
• Attend internal kick of meeting
• Communicate & Working relationships between our Dep and Internal (Operations, Workforce, and Training & Helpdesk) and also External (Clients).
• Responsible for monitor Vodafone Outbound campaign, El-Mokhtabr and NOBELTALK Offshore.
• Coaching, feedback and assistance to call center representatives to make sure they understand new policies and procedures for quality.
• Support in preparing Quality Control monthly reports.
• Send QC evaluation monthly report to operation department.
• Assistant to giving Quality training to new-comers for any project.
• Assistant in End user satisfaction survey & sending the result for responsible.
• Responsible for client satisfaction survey by meeting with our Clients and send analysis report to Project Manager every quarter
• Responsible of sending priority list to my team.
• Responsible to send the Database accuracy for any projects to the operations.
• Responsible to give training system and how to use CRM for the new comers.
• Generate the whole reports about CRM.
• Preparing monthly analyses on Database mistakes and the comparison between teams for all Projects.
• Managing four executives employs which responsible for evaluate all Wasla projects.
• Responsible for monitor (B-Tech, Tank, Ring, Daihatsu and Olympic Group) projects.
• Coaching for agents during Side by Side monitoring.
• Evaluate all agents by quality score sheet & send it on daily basis for their Team Leaders.
• Preparing & scoring the monthly quizzes for all projects & all the agents.
• Preparing one to one form for all projects.
• Responsible of one to one meeting for all projects.
• Assist in client satisfaction survey by meeting with our Clients
• Assisting in Database reviewing & correcting mistakes by using Oracle Discoverer Desktop.
• Organizing with the customer service representative as one to one meeting for discusses their discrepancy on CRM.
• Coaching on the floor.
• Preparing the scripts for all projects
• Monitor calls per day to B-Tech, Tank and filling in the score sheets.
• Preparing weekly and monthly analyses report.
• Assist in preparing quizzes for B-Tech, Tank projects.
• Give recommendations for policies systems and process improvements based on our findings.
• Leading shifts and coaching agents.
• Handling all problems which be affect negative on the agents performance such as “hard calls and environment or PC issue or etc.”
• Making weekly schedule for B-Tech team.
• Receiving price lists which sent from B-Tech coordinator to update it and also any new information on Knowledge Base.
• Giving training for new comers agents.
• Making all reports daily or monthly for agents and project performance by using Mitel Contact Center Management.
• Making all reports daily or monthly for agents and project achievement by using Oracle Discoverer Desktop.
• Making B-Tech daily reports & send it to client.
For:- Maisr El Kair inbound 16140 _ Egyptian food bank In&Out Bound 16060 _
Olympic Group outbound 19999 and Premiere securities inbound 16911
Job Description:
• Handling hard calls.
• Giving training for new comers.
• Making weekly schedule for this project.
• Making daily reports for this project& send it to client
• Surveying customer satisfaction rate.
• Handle complaints, even when handling unpleasant customers.
• Be proactive with customer queries in terms of follow up and escalation
• Escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution.
For :- B.TECH 19966 & Maisr Elkair inbound 16140 _ Egyptian food bank outbound 16060 _
Olympic Group outbound 19999 and Premiere securities inbound 16911.
• Handling customer calls
• Enter customer details and other information in an accurate and efficient manner to the relevant systems
• Receive work orders and enter them on the system
• Receive inquiries, answer them and log them on the system
• Provide support to customers over the phone
• Troubleshooting customer's problems
• Handle complaints, even when handling unpleasant customers
• Build a long-term relationship with the customer
• Be proactive with customer queries in terms of follow up and escalation
• Escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution