Operations Manager / Customer Service Manager
Teleperformance
مجموع سنوات الخبرة :16 years, 6 أشهر
Key Activities
1. Managing the daily operation of the contact centre to achieve agreed SLAs, KPIs, profitability, and customer satisfaction standards and maintained in line with company defined objectives.
2. Work with team leaders and supervisors to define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the contact centre.
3. Undertaking regular one-to-one meetings, team meetings, training and counselling/coaching sessions for all direct reports, conducting regular performance appraisals.
4. Effectively set and monitor departmental goals, ensuring that both service level and budgetary targets are achieved.
5. Assist in the preparation of the contact centre budget.
6. Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality. Driving improvement projects to improve performance against targets.
7. Implement new program, service and employee satisfaction initiatives in order to achieve contact centre revenue, quality and employee satisfaction and attrition targets.
8. Hire, develop, coach, support and mentor staff members in order to maximize employee and contact centre performance.
9. Serve as an escalation point, responsible for solving complex customer service issues.
10. Provide regular reports to all contact centre employees on the service and quality performance of the contact centre against targets.
11. Alway on call for after-hour emergencies.
12. Managing a team of 6 supervisors, each has a team of 15 agents.
Responsible of a team of Sales account Managers and Team of Recruiters. Myself with the team managed to increase the revenues to 3x in One year. The team expanded from 4 Sales Account managers to 12 account managers. and from 2 Recruiters to 6 recruiters
1. Manage Sales team leader.
2. Manage Recruitment team leader.
3. Project Sales target.
4. Drive performance.
5. Ensure best customer experience.
6. Follow up on the collection team.
7. Develop team personal and professional skills.
8. Escalation point for Key account and hight level escalations.
9. Drive the Revenues and ensure Gross Margin Targets are achieved.
10. Work with the marketing team on the Marketing events and increasing the Social media engagement.
11. Planning the attendance of Job Fairs and outdoors events.
• Monitoring budgets and comparing them with actual Cost, Revenues and Gross Margin.
• Leading the Escalations team.
• Dealing with the Client in the high level escalations.
• Forecasting & Reporting.
• New Business Planning.
• Financial and Operational analysis.
• Preparing Daily, Weekly, Monthly and Quarterly reports and analysis.
• Responsible for handling a team of 20 employees and supervising their work successfully.
• Handling all team members’ problems and queries successfully and provide solutions to their problems.
• Provided technical support to the team members.
• Responsible for motivating employees and team members to meet company’s goals and customer satisfaction.
• Creating presentations and reports for daily, weekly and monthly operational progress and achievement.
• Analyze Root causes and set the right action plans to overcome any failed KPI (Operational or Financial).
• Establish empathy with the angry customers and try to offer alternative solutions.
• Communicate with the customer the steps to follow.
• Take the ownership of each case and communicate with the responsible departments to find the fastest solution.
• Inform the customer when the problem is solved.
• Contact the customer a few days later to make sure he’s satisfied with the way the problem was solved.
• Prepare reports on weekly and monthly bases.
•Dealing with TEMS Data collection and Route Analysis.
•Validation of Handover success (3G-3G, 3G-2G).
•Benchmark between operators using the mobile.
•Testing different services (HS and R99).
•Make a drive test for all BSC'S and RNC'S in Operator’s Network.
•Diagnose all RF related problems such as Interference, Drop calls, HO failure, Missing neighbors, Cross feeder etc.
•Special drive test to faulty sites like (cross feeders, High call drop, faulty DRU check
•Making reports (GSM: RX Level - Rx Quality - Site Functionality test - HO test - Cluster Drive Test)
(3G: RSCP - Ec/No - Voice - Video - Site Functionality test - HO test - HSDPA test - Cluster Drive test)
• Dealing with Customer Requirements and Customer Complaints.
Dell® Technical Support Agent
Head of electrical devices maintainence team
Collage: El Shorouk Academy - Cairo Bachelor of Electrical Engineering Communications and Electronics Department 2002 - June 2007 Cumulative Grade: Good Last Year Grade: Very Good Final Project: Spreading and Complex Scrambling in UMTS Final Project Grade: Excellent
Science section