UK Call Center Manager
Vodafone
Total years of experience :24 years, 10 Months
- Responsible for managing Talk-Mobile inbound operations. This is a UK account that is owned by Vodafone UK.
- Account is composed of 11 supervisors and 124 advisors.
- Responsible for overseeing the overall performance and providing guidance to team members on where do we stand from targets.
- Taking corrective actions whenever a drop is seen in performance.
- Aligning recruitment and training needs with HR departments
- Reporting monthly to the client and VIS head of Operations on the account performance and the status of profit and loss.
- Responsible for managing compliance department which reviews day to day operations related to Vodafone UK call center.
- Responsible for managing the day to day leakage (compensation given out to customers) and ensuring that it is within target.
- Reporting daily, weekly and monthly to UK on total spend and suggesting ways to minimize it.
- Reviewing processes and suggesting new ways that can minimize efficiency.
- Providing feedback to call center managers about their teams' performance.
- First Manager to be hired in the UK call center.
- Participated in the hiring and launch of the technical UK call center in 2008.
- Managed a team of 8 supervisors and 120 advisors and was responsible for the day to day performance and service levels.
- Responsible for the hiring of team managers and as well in conducting training for new hired team managers.
- Responsible for designing and presenting the monthly performance to the client as well as highlighting performance.
- Moved through all areas in UK including quality, training, billing and second line technical.
- Supported in the launch XBOX operations which was the outsourced call center supporting EMEA region (UK, France and Spain).
- Responsible for all communication with the client and reporting the day to day issues and performance.
- Responsible for quality performance and ensuring that results are within customer satisfaction standards.
- Responsible for the hiring of call center supervisors.
- Started as a team member in the collections department in the retail bank which was the first retail department introduced in the Egyptian market.
- Responsible for managing the monthly delinquencies and ensuring that collected amounts are within targets.
- Escalating critical cases, in case of any, to the legal department and following up on the status moving forward.
- Setting performance target and rewards for top achievers.
- Conducting interviews for newly hired stuff members.
- Conducting technical and soft skills training for newly hired team members.
Completed the mini MBA