Call Center & Customer Care Manager
Alamar foods
Total years of experience :11 years, 8 Months
Determines call center operational strategies by conducting needs assessments, performance
reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Develop standards, processes, procedures and documentation to support quality and service goals involving triage and assignment of incoming calls to closing a call with a satisfied customer
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Monitor and maintain SLA to ensure CC agents are properly supporting the customers.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance
programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center
operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Forecast volumes of calls and staffing requirements.
Foster/mentor a consistent positive, cooperative, courteous, and professional attitude of CC Staff
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Direct the Contact Center trainers, functional leadership/direction for the Contact Center trainers -- provide actionable, timely, and consistent feedback regarding the effective delivery of training (new hire and on-going).
Oversee New Employee training program -- to include continuous revision and improvement of the program and ensuring that training is up-to-date with the most recent processes and procedures.
Maintain revision control on all Contact Center training and process documentation (manuals, job aids, process flows, etc.). Ensure all reference material is up to date regardless of media used
-Follow the day-to-day operations related to own job to ensure continuity of work.
-Contribute to the identification of opportunities for continuous improvement of processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
-Preparing and completing action plans and Improving Client Relationship & PortfolioDevelopment.
-Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
-Dealing with all aspects of sales management; resolving incoming queries from company branches, leading weekly sales meetings and cascading sales information and targets to the staff team.
-Assist in the preparation of timely and accurate reports of Group after Sales Department to meet company and department requirements, policies and standards.
-Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
-Performing workshops and training for the dealers staff.
-Develop letters and clients loyalty program.
-Prepare the customer care department budget.
-Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
-Handle all incoming complaints either directly, through the dealers or through the factory and conduct occasional visits to the workshops if a meeting with the customer is required.
-Set standards for handling dealer concerns and steer employees to ensure standards are consistenty met.
-Maximize customer satisfaction at dealer premises with concerns resolution and help minimize volume of dealer’s concerns by implementing appropriate actions.
-Manage and support all dealer’s customer care activities on a daily basis.
-Ensure the necessary resources and tools are available for quality customer service delivery.
-Handle the Ministry of commerce and investment cases which are related to the products and recall campaigns.
-Develop and implement customer service policies and procedures.
-Define and communicate with technicians customer care standards.
-Analyze the Customer Satisfaction Survey results and measure the brands’ performance.
-Manage dealer’s inquiry process to meet the brands’ requirements and assist the dealer in the implementation of the process.
-Prepare the internal after sales presentation of all brands on a monthly basis that includes information such as parts business, complaints, campaigns< -Customer satisfaction survey and Customer Experience -Management results, etc.
-Manage customer satisfaction measurement programs and report the program’s results to the relevant brand functions.
-Analyze relevant data to determine customer service outputs and monitor accuracy of reporting and data base information by following the company standards.
-Steering the customer care SLAs on Group level.
-Administrating the service package tool.
-Creating Customer care monthly and service package report.
-Creating and auditing the service package invoices.
Directly supporting daily business operations for a reputable financial services organization, with accountability for the sales team, system / process development, team leadership and HR duties.
Dealing with all aspects of sales management; resolving incoming queries from company branches, leading weekly sales meetings and cascading sales information and targets to the staff team.
Recruiting, leading and developing the staff team, including accountability for performance management, training / professional development and payroll management.
Working closely with the HR and finance regarding payroll and commotions for the sales team and resolve missing commissions, errors in commission. Maintaining and supporting internal systems, including Point of Sales (POS) and Sales Management systems
• 2010, Participated in the preparatory meeting at the University of Princess Noura in higher education. • 2010, Head of the themes of humanity in the first scientific conference of students of higher education. • 2010, Head of documentaries in the first scientific conference of students of higher education. • 2010, I wrote some articles in the Conference on the sections that participated in it. • 2010, I attended a training course entitled: (How to show my idea to others and convince them by), Dr. Khaled Al-Zamil. • 2009, Recycling Volunteer in King Saud University, Riyadh, Saudi Arabia • Worked with other student to develop a new group to promote recycling and • Environmental awareness on the campus . • Volunteer in Reading Club at Prince Nora University to promote education through Reading a variety of books Researches projects done, These 2 projects were in Arabic and English at PNU. : • Timeline of art for 19th-20th centuries. • Biography of the artiest dia aziz dia .