Section Head contact center operations
Mobily
مجموع سنوات الخبرة :19 years, 4 أشهر
- Managing 200 female call center staff - Managing 250 working from home staff - Successful call center KPIs were achieved within a very short periods with all new staff - Was part of the start up team of the Home agent project which is a first in Saudi Arabia and made it successful to approve 600 HC WFH - Recruiting and selection of the new staff -Won middle east call center manager of the year award by insight
from 1-11-2010:
Supervising call center agent teams.
from 1-4-2011 to present:
Managing Spocs who are supervising call center agents due to the expanding in the female area.
Monitoring their performance to ensure high standards
Coaching them.
Developing supervisory skills for my team
Developing their communication skills
Developing a knowledge campaign to achieve a higher FCR results
- Providing support to the team members.
-Evaluating & Monitoring the quality of call on a daily basis.
-Coaching team members.
-Reporting daily performance.
-Handling difficult customers.
- Handling customer's service to achieve maximum customer's satisfaction.
- Responsible of team's daily & monthly performance.
- Evaluate the team daily and monthly.
- Give annual appraisals for the team members.
-Handling customers complains regarding mobily e-portal.
-Starting business process for the e-portal department.
- Helping customers' in registering at mobily websites if needed.
- Sales supports.
- Decuments checking and customers data integrity.
- Event organizer.
Participated in organizing some events successfully.
- Obtain a High Level of customer service.
- Evaluate team members daily, monthly and yearly.
- Handling difficult customers.
Mastering SEO ,Content marketing , PPC and Digital analytics
The art of amazing sevice
The course is about how to start your own business and focuses on preparing a business plan
The training was about the 5 values to success of (Dale Carnegie)
-Training about Siebel System (CRM) Customer Relation Management. -Training about Infranet System (Billing System).