Operations Manager
Nova Call center services
Total years of experience :13 years, 7 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.
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.
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.
Accomplishes organization goals by accepting ownership for accomplishing new and
different requests; exploring opportunities to add value to job accomplishments.
Former owner and manager of Chemistry Lab Cafe since 2016 till 2019.
-Main tasks:
- Take orders from customers and prepare these orders for them.
- Keep our shop and staff hygiene level in a highest level.
- Manage financial procedures and follow up all thing related to it.
- Follow up with our suppliers to cover any shortage in shop materials.
- Do maintenance to machines and facilities in our shop.
- In charge about putting marketing strategies and make promotion campaigns through social media.
- In charge about recruitment (make interviews, contracts and follow up our staff needs). - In charge about doing a daily inventory on our shop goods, materials and cash.
Make daily and monthly reports contain our call center working status, Productivity,
KPI’s, Quality and Justify any unusual incident which affect our work results if this
happen.
Monitor and follow up all complaints cases received from all channels to take the
necessary actions, communicating with the related departments to expedite the process, for
a qualified Customer Service meeting with KPI. Resolving customers complaints.
Follow up all the complaints that our call center agents can’t solve it from their side.
Special care program process and decision matrix monitoring, Proceed Authorized service
centers payments after repairing customer’s devices.
Make daily, weekly and monthly reports about complaints cases that we received and how
did we solved each one.
Provide training for current and new agents.
Make work schedule for call center staff also manage their hourly leaves and vacations
without affecting our team workflow and KPI's.
Calls quality monitoring evaluation and agents coaching on monthly bases and share the
result with management.
Care program process analysis also manages pre and post approvals to repair dissatisfied
customers.
Manage to distribute monthly gifts for dissatisfied customers.
Responsible about Digital Service division ((Live chat, online services, Remote
Management service, help content on Samsung Levant website))
Other tasks requested from management.
Worked in (Extensya) Call Center Company since 2009 until 2010 as a customer
Services representative for:-
1) Fly Dubai (low budget airlines), make reservations, modify reservations and solve customers’ problems.
2) Wataniya airways (premium airlines), make reservations, modify reservations, solve customers problems and provide the customers with all services they can get on airplane.
main major in Hebrew language and minor major in Italian language .