Head of Operations & Customer Service
CCI Group
مجموع سنوات الخبرة :20 years, 11 أشهر
CCI Group, Contact Center International, Dubai, UAE
Head of Operations
Main responsibilities:
- Develop an environment with systems and processes in place that will enable and encourage business opportunities and improve companies performance
- Improve the operational systems, processes and policies in support for better management reporting, information flow and management, business process and organizational planning, ensure all business systems are fit for purpose
- Manage and increase the effectiveness and efficiency of support services (HR, IT and Finance). Deliver all aspects of the HR function with respect to interns including recruitment, training, review, personal development (if appropriate), performance monitoring and team building
- Maintain the administration, budgeting, monitoring, reporting, communication and liaison at a level acceptable to the board;
- Implement effective succession planning, people management, development, recruitment, and retention strategies;
- Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting;
- Help clients/organizations to depict process bottlenecks, solve issues, create value, maximize growth and improve their business performance;
- Identify business options for organizations, carrying out research and data collection to understand the organization and suggest changes recommendations, as well as helping with additional resources to implement solutions.
06/2010 - 08/2012, DIRECT Pojišťovna, a.s. (RSA Group, Insurance company), Prague
Head of Operations
Departments under supervision: Newsales inbound and outbound, Customer Care, Retention, Clients Center, Collections & Complaints, Training, Mailroom
Main responsibilities:
- Managing team of 200 people (operator, team leader, manager)
- Process optimalization, change management, project sponsoring (Lean Six Sigma)
- Traffic management, budget and forecast planning management
- Operational strategy planning and business development
- Controlling management
- Training and development, incentives schemes;
- Policy administration (collections, complaints, documentation)
- Cooperation with external call centers
- Reporting to board and HQ (Operations Director)
Awards:
- Promoted from Call Center Manager to Head of Operations in April 2011
- Awarded price 'Manager of the Year' by CEO
- Nominated and chosen for RSA International Talent Development program (9 employees are chosen out of 2, 000 employees in CEE)
10/2008 - 10/2009 Linea Directa Communications, Prague, CEE Direct Marketing
Call Center Manager
Main responsibilities: - Responsible for daily running and management of a call center through the effective use of resources, KPIs, B2B and B2C projects, customer service;
- Responsibility for improvements and development;
- Forecasting, reporting, performance analysis;
- Cooperation with supervisors, team leaders, operatives and third parties;
- Setting performance targets for speed, efficiency, sales and quality;
- DRTV, Internet, Print Sales Channels (inbound and outbound)
Main responsibilities:
- Project management for customer club membership and outbound sales
- Responsibility for project costs, PNLs, targets achievement
- Performance management
- Shift management and hiring
- Trainings and motivation programs
Role: Team Leader/Supervisor
Main responsibilities:
- Call monitoring, performance measurement;
- Feedback, trainings and motivation;
- Shift management.
Med Media, Marketing & Media Agency, Prague, Czech Republic
Project Operator
Main responsibilities:
- Leading of Medipool project supported by Czech Health Chamber, beneficial program for doctors and medical organizations/companies.
Herbalife Inc., MLM, Delhi, India & Katowice, Poland
Independent Distributor
Main responsibilities:
Direct sales and marketing.
Future diploma: Msc in International Management
Diploma: MBA Banking & Finance
Diploma: Bachelor of Arts (Communication & Mass Media)
Achievement: Art Director Certificate