Call Center Manager
Radram Quality Services (Al Mulla Exchange Project)
Total des années d'expérience :13 years, 8 Mois
Delivery of Sales, Service Level Components, Quality and Productivity targets & indicators regarding processes.
Operational Management of processes: Managing the floor, Adherence to schedule. Ownership and Problem Resolution. Call monitoring, Coaching and Feedback, Responsibility for delivery of the defined Customer Experience in every call.
Training and development of Team Leaders. Motivation, leadership for a team and developing future leaders.
Quality control & customer satisfaction: Need to ensure that the operational deliverables meet their expectation in tune with quality systems & end customer satisfaction.
Organize weekly process catch-up sessions with the stake holders to ensure that business needs and requirements are met.
Create and Explore the business development opportunities with all the corridors.
● Managing the day-to-day planning, operation and problem-solving of a team of 5 TL’s and 170 Associates to meet with the required service level components, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontlines and Management
● Managing the floor, adherence to schedule. Ownership and problem resolution.
● Motivation, leadership for a team of 170 and developing future leaders.
● Recommendations for product and process development based on customer feedback and analysis of the same
● Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line
● Compiling reports on team’s performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vis versa.
● Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these.
● Offers solutions and suggestions for process and product improvement to management.
● Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes
● Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.
● To offer creative solutions. People Management, including all HR related issues, as well as staff development and Operational Management.
● Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, and promotions.
● Responsible in implementing multiple sales programs & consistently exceed sales targets.
● Tracked and analyzed results to ensure achievement of all DMOQ metrics. Recommended changes to strategy or offer in order to improve results.
● Responsible in handling 2 call centers to dial 25 thousand records and contact over 12 thousand prospects.
● Responsible in increasing outbound telemarketing average revenue by the implementation of strategic up-selling and cross-selling activities.
● Responsible to find new tele calling activity for generating a 30% increase in revenue.
● Responsible in script development and enhancement as well as the development of the Sears telemarketing call standards.
● Developed and maintained reporting for all fee-based programs and reported results to executive management.
● Responsible in Reviewing daily and weekly staff productivity/efficiency, including inbound and outbound call reports
● Responsible in executing successfully Inbound and Outbound targeted telemarketing campaigns and exceeded sales goals
● Leads a team of 20- 25 customer service associates and motivates them to achieve the team’ SLA.
● Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
● Floor walks regularly for at least 3 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers.
● Client SPOC for any process and product related issues and escalating the same on real time basis on behalf of the manager
● Conducting Interviews for the new candidates on behalf of Operation team.
● Listens to calls and coaches the team to enhance performance.
● Conducts monthly confirmation appraisals for the associates by 10th of each month and provides them feedback.
● Holds team briefing and de- briefings before and after each shift.
● Organizes weekly & daily team meetings to update the associates on any process changes, Quality issues and team SLA and KPI’s
● Leads a team of 20- 25 customer service associates and motivates them to achieve the team’ SLA.
● Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
● Floor walks regularly for at least 3 hours per day to supervise, coordinate, and monitor the activities of customer service associates to ensure prompt, courteous and accurate response to customers.
● Client SPOC for any process and product related issues and escalating the same on real time basis on behalf of the manager
● Conducting Interviews for the new candidates on behalf of Operation team.
● Listens to calls and coaches the team to enhance performance.
● Conducts monthly confirmation appraisals for the associates by 10th of each month and provides them feedback.
● Holds team briefing and de- briefings before and after each shift.
● Organizes weekly & daily team meetings to update the associates on any process changes, Quality issues and team SLA and KPI’s