CRM & Call center manager
Tabarak Holding
مجموع سنوات الخبرة :24 years, 4 أشهر
• oversee the achievement and maintenance of agreed customer service levels and standards
• direct the daily operations of the customer service team
• plan, prioritize and delegate work tasks to ensure proper functioning of the department
• ensure the necessary resources and tools are available for quality customer service delivery
• review customer complaints
• track customer complaint resolution
• handle complex and escalated customer service issues
• monitor accuracy of reporting and data base information
• analyze relevant data to determine customer service outputs
• identify and implement strategies to improve quality of service, productivity and profitability
• co-ordinate and manage customer service projects and initiatives
• ensure budget requirements are met
• evaluate and performance manage staff
• identify and address staff training and coaching needs
Manage offshore call center service creative closets customers in five
Countries (Egypt, KSA, UAE, Bahrain, and Lebanon) as I build the call
center from scratch till up and ruing and serving our companies:
• 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; benchmarking state-of-the-art practices; participating in professional societies.
Iam responsible for the daily running and management of the centre through the effective use of resources. They have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. ensure that calls are answered by staff within agreed time scales and in an appropriate manner
Supervise, coach, support agent while overseeing day to day activites with strong focus on service level and floor duites
Acts as a liaison between call center floor and production department.
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Coordinates the headset program for all of customer service.
Troubleshooting the card problem over the phone
MBA program Global management track at Georgia business school
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