Call Center & Consumer Relations Manager
Electrolux Egypt
Total years of experience :23 years, 9 Months
• Define the Contact Center framework to enable and create best in class brand and product ownership experience for the consumers, both via phone/mail contact and online, at competitive cost levels.
• Transform Contact center from Cost Centers to Profit Centers focusing on simply outstanding consumer experience, sales development and cost control.
• Setup and drive continuous improvement projects within all Contact Centers
• Supervising the performance of the call centre and his continuous development to ensure the required level of service to customers.
• Develop and implement Region wide programs to improve after-sales service and consumer experience in the contact center.
• participate in special projects as requested by Electrolux management either as required by the business and/or as part of your career development plan.
• Provide best in class consumer service and promote it throughout the complaints management.
• Increase consumer satisfaction and loyalty to the company.
• Determine the Contact Center operational strategies by conducting consumer and needs assessments, performance reviews and costs/benefits analyses.
• Responsibility for the performance and ongoing development of Call Center functions and ensuring delivery of service level
• Manage costs of contact center
• Ensures that all members of team adhere to department customer satisfaction standards.
• Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content and correct errors.
• Establish and improve monitoring procedures and KPI Dashboards
• Manage reporting process of contact center operations
• Monitor and evaluate call center agents to assure that all information, handling calls and handling complaints providing professional according to company policy and procedures.
• Manage and support the Contact Center inbound operation, monitoring call queues in real time through the Call administration system.
• Evaluate maintenance center performance.
• Communicates with other departments to resolve problems and expedite work.
• Provide recommendations to management concerning staff and improvement of procedures.
• Monitor and evaluate call center agents to assure that all information, handling calls and handling complaints providing professional according to company policy and procedures.
• Manage and support the Contact Center inbound operation, monitoring call queues in real time through the Call administration system.
• Evaluate maintenance center performance.
• Communicates with other departments to resolve problems and expedite work.
• Provide recommendations to management concerning staff and improvement of procedures.
• Handle all requisitions for all rigs of spare parts.
• Manage rigs relationship: provide information, answering rigs inquiries and solving problems.
• Resolve any urgent requisition for all rigs.
• Follow-up reports of spare parts for all rigs and make sure they conform to the system.
•Assist management in maintaining customer operations quality of service. To supervise, develop and gear the performance of the customer service representatives towards agreed upon goals. Manage day-to-day planning and operations. Act as a focal point and smoothen communications between front liners and management. Insure consistency in policies and procedures.
•Ensures that all members of my team adhere to department customer satisfaction standards and service level agreements,
•Maintains a line of communication between CSR’s and other departments to ensure that all of my team is aware of current/new products, policy or service updates.
•Acts as 1st Level escalation point for Customer/CSR queries and complaints.
•Provides feedback to assigned M.O.D (Manager on Duty) on problem incidence including immediate alerting in case of serious issues.
•Ensure all team members consistently achieve individual and group performance standards required fulfilling business needs.
•Monitor, assess, feedback and develop action plan for/with each team member on problems and weak areas.
•Provide a high level of customer service that would exceed customer expectations.
•Manage the customer's relationship: provide information, answering customer's inquiries, take customers' orders and solving problems.
•Handling Calls In Collection Queue.
•High Quality & Performance of Taking Calls.
•Achieved perfect score on all phone monitors throughout tenure.
•Ensure service level agreements are met and maintained.
•Working as part of a team to ensure the Customer Services function offers World Class Customer Service at all times.
•Responsible for arranging courses and making Offers.
•Communicate with customers, management, and internal departments to coordinate overall marketing effort in accordance with company goals.
•Developed and managed a wide range of marketing tools.
•Successfully maintained and increased client base.
•Flexibility to fulfill customer support calls.
•Preparing reports and Responsible for all the management work.
•Sales to specific companies and organizations, product demonstrations and handling the competitive transaction of the sale Customer service.
•Developed and implemented highly effective sales tools
•Handle sales proposals and customer presentations.
•Open distribution channels and maintain the existing channels.
Scholarships: 1. Enhancement of Research Skills Program (ERS), Pathways to Higher Education. Graduation Project: Job seekers Handbook. A Guide to Professionals Seeking Job Opportunities in Egypt. Sponsors: - Ford Foundation. - Future Generation Group. - Berlitz Egypt. - Faculty of Engineering (Cairo University). Topics: - Risk Assessment. - Negotiation Skills. - Communication Skills. - Analytical Thinking. - Stress Management. - Planning & Controlling. - Team & Work Groups. - Systems & Creative Thinking. - Statistical Data Analysis. - Problem Solving and Decision Making. - Argumentation. - Research Methods & Writing Proposals. 2. E-Commerce Developing, Jupiter 2000/IBM, (from February 2001 to September 2001) Graduation Project: The Best of Egyptian Products. A web site sells the best of Egyptian hand made, Using Web Sphere, FrontPage, and DB2 for the database, Adobe Photo Shop and Flash created the project. Sponsors: - Ministry of communication and information technology. - IBM Egypt. Topics: - Basic IT Courses. - Project and Management and Marketing Skills. - Programming Core. - Systems and Network Administration. - Web Application Developer. - E-Business Application Programming