Division Manager
Future Communications Co
Total years of experience :22 years, 9 Months
Fully responsible of care division and the duties include but not limited to
1. Pre and after sales support to FCC clients.
2. Warranty support for FCC Products.
3. Operating three professional service centers as profit centers.
4. Servicing major mobile phone brands.
5. location based services. GPS based assets management from A to Z.
6. Proximity marketing.
Team Manager - Call Center
Being the team leader of the call center, I am responsible for all activities on the call center floor. Managing agents with schedule, providing up to date information, maintaining best customer support at time and leading the team as a role model are few of main activities I carry out.
• Creating sense of ownership within the employees and resolving employee issues, if any.
• Encouraging, supporting, and motivating actively one’s peer team.
• Looking constantly for development as well as continuous improvement for the entire team.
• Monitoring, organizing, and coaching team on a day-to-day basis.
• Communicating the company’s purpose, core values, vision to the front employees.
• Ensuring that the employees follow their schedules properly as designed.
• Striving for new ways continually, to increase the opportunities of sales.
• Handling escalated calls, complaints, questions, and queries as necessary.
• Facilitating cross-functional communication within employees for improved working condition.
• Creating a conducive work environment for all the call center’s employees.
• Carrying out team meetings and actively participating in the monthly and weekly meetings.
• Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
Fully responsible for after sales support to Fono Bahrain customers of cellular division
Enforce and adhere to all Nokia ESD Procedure.
• Organize and co-ordinate with Fono workshop procedure.
• Manage, advise and discipline Fono technicians.
• Offer technical assistance to the Fono technician.
• Maintain Service Center records.
• Produce a weakly report for the BP management.
• Check and authorize tech's daily productivity sheets.
• Comprehensive familiarity with all makes and models of mobile phones.
• Adeptness at using the testing equipment in the Fono workshop.
• Full understanding of all manufacturer warranties and requirements.
• Comprehensive understanding of Fono pricing Matrix.
• Monitoring and controlling the three months spares forecast cycle.
• Monthly reporting for all manufacturers.
• To build relations with dealers to increase company revenue
Passed in second division..