Call Center and Help Desk Manager
Menatelecom
Total years of experience :18 years, 6 Months
Manage the Call Center for inbound calls and maintain the SLAs and KPIs
Manage the Help Desk for resolving application's complaints and call back for closing tickets.
Manage the team for the business and VIP Customers.
Manage the technicians teams for internet installations at customer's premises.
Manage CPE stocks and installation materials.
Customer Service for the walking-in customers.
Mange service quality and marketing calling surveys and provide statistical analysis with qualitative feedbacks.
Call Center Responsibilities
Managed the day to day running of Zain’s large sized Call Center
Managed New Products Simulation, Training, MIS Reporting, Quality, CRM and IVR systems.
Used Service Level Agreements and Key Performance Indicators (KPIs) for Inbound & Outbound calls..
Planned and prepared annual departmental goals, objectives and operational strategy.
Managed the outsourced functions and suppliers.
Analyzed, provisioned & planned department’s budget requirements and ongoing budget control.
Recruited, hired, trained and evaluated employee performance for following suitable improvement actions.
Recommended necessary training development plans and rewarding.
Help Desk Responsibilities
Managed teams for Business Customers Help Desk, VIP customers, Individuals, WIMAX Internet technical teams, new activations and Offline contacts.
Directed, coordinated, and performed activities to ensure high-level complaints resolutions according to Zain’s code of conduct and in compliance with the domestic Telecoms regulations.
Planned and prepared annual departmental goals, objectives and operational strategy.
Regular performance measuring by the preset of KPI’s (Key Performance Indicators).
Responsible to resolve and respond to complaints related to transactions handled by various internal supporting departments.
Evaluated team's performance for suitable improvement plans and actions, recommended necessary training developments and rewarding.
Stock Management of Handsets, SIM cards, Calling Vouchers, payment desk management and reconciliations with Finance.
Credit Control Responsibilities
Created Credit Control & Fraud prevention plans and enforced adherence by other departments.
Managed teams for dunning and collection actions with an objective of reducing credit ratio.
Tracked defaulting account for dunning actions.
Confirmed to facilitate that bad debts does not exceed company’s budget set.
Developed several measures to ensure complete monitoring of customer accounts and transactions.
Business Support
Managed day-to-day Business Support operations to maintain American Express Credit Card system at pre-launch and post launch.
Analyzed business requirement changes and parameter change requests and obtained solutions with project teams and contractors for acceptance and implementation.
Liaised with business functional teams to document business requirement changes and plans with UAT.
Managed the day-to-day running of the system Help Desk Unit to resolve LAN, WAN and system applications problems for Amex network and Charge Card legacy applications problems.
Conducted performance reviews and conducted the team’s annual assessments
Customer Services Supervisor
Managed a customer service team handling different segments of customers.
Managed a team for establishment services to resolve payment processes and complaints
Signed off new contracts on behalf of company and ensuring that correct discount rates granted
Monitored and analyzed the high amount transactions to detect any possible fraud activities.
Resolved the department’s journal ledgers and cleared outstanding financial entries.
Conducted performance reviews and conducted the team’s annual assessments.
Thesis Titled: “Influencing the Satisfaction and the Loyalty of Customers”
Certification Included Modules for 1. Call Center Operations Management 2. Call Center People Management 3. Call Center Customer Relationship Management 4. Call Center Leadership and Business Management
Other Trainings Attended:- • Certified Customer Service Manager • Fundamentals of Finance for Non Financial Managers • Line Manager’s Role in HR • Extraordinary Leader – Turning Good Managers into Great Managers • Seven Thinking Tools • Project Management Tools, Techniques and processes • Self-Building through Organizations • The leading Edge • Leadership & Managing Team Skills • Improving Performance through Appraisals • Managing Change • Effective Recruitment and Selection • Results-Oriented Communication for Managers • Managing Successful Customer Service Help Desk • Elements of Leadership • Budgeting Skills • Essential Skills & knowledge for Effective Call Centre • Coaching Tools for Call Centers