assistant operations manager
Abu Dhabi distribution company
Total years of experience :18 years, 2 Months
Leading a team of 8 team leaders & 10 Senior Agents.
Responsible to convert the call center operation to be an operation which will conduct revenue.
Responsible to recruit vendors for implementing new projects to improve customer satisfaction All Over Digital management Channel
Responsible to set a KPIS and Set Targets for the new and ongoing projects.
Executing operations within timelines; implementing business continuity plans to ensure uninterrupted operations.
Achieving process improvements and applying different techniques in processes to enhance productivity & profitability; removing unnecessary procedures in process for efficient functioning and ensuring uniformity in the process
mplementing new plans for Increasing the Automation Process all over the contact center to enhance the efficiency and customer journey with the highest Customer excellence
Creating Survey Structure to Increase the Efficiency of the Survey Measuring (CSAT& NPS)
articipating in internal audits, reporting non-conformances, identifying root causes and implementing corrective actions; ensuring strict adherence to quality standards collaborating with other departments such as WFM, QA, Payroll & HR
Ensuring strict adherence to contractual SLAs to ensure service delivery as per client expectations; exhibiting basic understanding of the risk and liability factors associated with process to ensure that performance does not lead to risks or liabilities for firm / client Applying broad understanding of the client business and key metrics to enhance effectiveness of proces
Coordinating with internal/external customers for running successful business operations and implemented procedures & service standards for business excellence
Delivering high quality services to support customer's business needs & achieved high customer satisfaction
Delivering high quality services to support customer's business needs & achieved high customer satisfaction
Leading a team of 5 team leaders.
Executing operations within timelines; implementing business continuity plans to ensure uninterrupted operations.
Achieving process improvements and applying different techniques in processes to enhance productivity & profitability; removing unnecessary procedures in process for efficient functioning and ensuring uniformity in the process
Implementing new plans for Increasing the Automation Process all over the contact center to enhance the efficiency and customer journey with the highest Customer excellence Creating Survey Structure to Increase the Efficiency of the Survey Measuring (CSAT& NPS)
Participating in internal audits, reporting non-conformances, identifying root causes and implementing corrective actions; ensuring strict adherence to quality standards collaborating with other departments such as WFM, QA, Payroll & HR.
Ensuring strict adherence to contractual SLAs to ensure service delivery as per client expectations; exhibiting basic understanding of the risk and liability factors associated with process to ensure that performance does not lead to risks or liabilities for firm / client Applying broad understanding of the client business and key metrics to enhance effectiveness of process
Coordinating with internal/external customers for running successful business operations and implemented procedures & service standards for business excellence
Delivering high quality services to support customer's business needs & achieved high customer satisfaction
• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
• Performed root cause analysis in deficient areas to identify and resolve central issues.
• Created and implemented strategies for improving operational efficiency and accuracy.
• Provide formal performance feedback, both team-based and one-to-one and take corrective action as required.
• Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals.
• Works together with POC to identify issues and generate action plans for the KPI assigned in contact center.
• Interaction with other Departments (WFM, QA, Payroll/HR, etc.).
• Calibrate employee performance to the Performance Targets through monitoring and coaching.
• Acting as Assistance Contact center manager.
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• To develop, mentor and manage a team of (15-20) contact center representatives;
• Provide formal performance feedback, both team-based and one-to-one and take corrective action as required.
• Ensure all policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.
• Calibrate employee performance to the Performance Targets through monitoring and coaching.
• To motivate staff to achieve all assigned targets and goals;
• To monitor the changing needs of the service, liaison with internal and external customers, identify areas for improvement, making recommendations and its implementation to the satisfaction of clients;
• Responsible for Card Production Operations.
• Control all working groups concerning Card Production Operations.
• Supervising the performance of card center staff.
• Analyze and report all card production procedures to maintain and improve the productivity and the production quality.
• Liaise with Visa International for solving transactions disputes.
• Liaise with Visa International for bank Cards Features.
• Responsible of Initiating Meeting with all bank department to collect issues and new ideas.
• Responsible to Migrate all Ideas collected to a tangible process
• Revise the process to make sure it meets Central bank regulation
• Revise the process to make sure that it will return the highest profit for bank side.
• Comparing the new process with the competitor’s process to make sure that we are up to date.
• Deliver training for all branches to make sure that the new process is being implemented correctly.
• Responsible of managing shifts
• Responsible for Monitoring & Coaching Team members
• Handling escalations
• Creating reports based on customer suggestion to enhance best customer satisfaction
• Apply product survey to help marketing team.
• Joined the process team to help enhance the bank process
• Call Center agent: answering customers’ phone calls, answering their questions or solving their problems
• Trainer for all employees for the new Seibel system being deployed & maintained and also Soft skills Trainer for the new Inductions
• Super user for the Siebel system; assisting the floor agents in using the system & resolving 1st level support issues on the fly
• Answer questions about account types and banking products such as ( CDs, Loans & credit cards)
• Check on the status of customers’ accounts and track checks and Payments
• Review and explain account charges
• Assist banking customers who are victims of Fraud or theft.
• Assist customers with replacing Lost or stolen debit or credit card.
• Assist customers to open new accounts, CDs, Certificates and credit cards.