Operations Manager
Silah Gulf
Total years of experience :25 years, 7 Months
Management of day to day Call center operation, do resource planning and implementing call center strategies and operations.
Carrying out need based assessment, performance reviews and cost benefit analysis.
Deliver consistent performance towards Key performance indicators.
Organizing staffing, including shift patterns and the number of staff required for meeting call projection.
Provide strategic operational direction backed by statistical data and trends.
Coaching, motivating and mentoring staff on achieving individual and business objectives.
> Managed cross functional team of Customer Services Associates, field engineering team, network operation team that focused on meeting Corporate, VIP and retail segment Customer Service efficiently with set quality standards.
> Manage visit and escalation scheduling by technical team for installation and support scheduled with priority to Corporate and VIP segment.
> Single point of escalation for all major customer problems/queries that subordinates were not able to solve.
> Provide integrated end to end solutions for high profile corporate customer via Corporate help desk, field engineers and back end provisioning team along with technical (NOC) to resolve customer complaints in relation to operations, service and installations.
> Provide process improvement and simplification inputs to sales and marketing team.
> Periodic reviews, present data to management on monthly activity, trends, areas to optimize resource planning (in house and out sourced) to keep pace with customer expectation and our commitment to service delivery.
> Plan & review daily, weekly and monthly staffing for day to day management where by ensuring highest levels of operation efficiency and staffing to meet request sourced thru call centre and other customer touch points.
> Trained and supervised customer service professionals to ensure optimum satisfaction of customer.
> Facilitate both internal and external audit on process compliance, cost optimization and accuracy of resolution and turnaround time taken on each customer complaint and request.
As Senior Manager Customer Service I was Responsible for
1) Setting up the 1500 seated Inbound and out bound call centre.
2) Designed and optimized IVR for call reduction and improved self care service.
3) End to end Customers service strategy and experience along with “P & L” as per annual operating plan for a base of 5 million.
4) Exlpore alternate sales generation, VAS up selling via showroom and preferred dealers in region.
5) Designed and executed on setting up the integrated Back Office Operation for on-boarding of mobile and fixed line customer.
Was responsible for Commercial & after sales service function of branch operation.
Was responsible in supporting day to day facility and administration of development centre.