CS-Operation Manager/Advisor
Zain-KSA
Total years of experience :7 years, 5 Months
1. Advice regarding the daily management of overall Contact Center.
2. Setting goals and meeting the performance targets to ensure the speedy, efficient and quality Customer Service.
3. Reviewing the performance of staff, directing coaching, motivating, retaining staff and coordinating bonus, rewards and incentive schemes.
4. Identifying training need and planning training sessions in coordination with the training department.
5. Analyzing performance statistics and implementing plans on that basis.
6. Developing, implementing and reviewing core responsibilities, tasks and introducing new roles.
7. Identifying hiring and recruitment needs in coordination with the HR Department.
8. Maintaining up to date knowledge of industry development.
9. Working end to end with Quality and Workforce Dept to enhance the service levels of contact center.
1. Reviewing Weekly Evaluations per team to review the ongoing performance level.
2. Introduced after fail in service process to be applied on each employee.
3. Introduced after Red flag Call process to be applied on each employee.
4. Consistently analyzing MPR (Monthly performance report) per team member of each team.
5. Consistently conducted monthly team meetings to discuss monthly performance.
6. Maintained the daily SLA by executing latest plans, meanwhile being in touch with each zain Dept wherever required and maintaining overall floor activities etc.
7. Consistently analyze Short Calls, Long Calls, and Disconnected Calls to figure out any abuse performed by employees.
8. Efficiently managed as an owner of a focus group which suggested the Zain support team regarding the required amendment needed to be made within the process and the applications to run the business more efficiently.
9. Handled the Responsibility for Annual Vacation flow of operations.
10. Introduced the recognition campaign for the Top Achievers within the whole Zain Contact Center.
1. Managed all office administration tasks/responsibilities with one direct report.
2. Supported Director of Operations as needed.
3. Responsible for financial and regulatory reporting for the Region.
4. Supported Finance department as per their requirements.
5. Responsible for compliance with local regulatory requirements, payroll reporting, Zakaat payment/fillings, etc.
6. Responsible for the management of all contracts (leases, consultants, etc ensuring compliance with policy and regulatory requirements.
7. Worked with supply chain team to ensure critical reporting and documentation is in place, fully understood by all suppliers and maintained.
1. Maintained customer service level by introducing new strategies.
2. Managed overall sales staff.
3. Maintained working hours.
4. Prepared and introduced new sales and marketing plans to compete with other market players.
5. Managed Stocks and Inventory control department.
6. Achieved financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
7. Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
8. Maintains store staff by recruiting, selecting, orienting, and training employees.
1. Executed new sales and marketing plans to improve ongoing business.
2. Managed overall sales staff.
3. Managed Stocks and Inventory flow (In/Out).
4. Prepared strategies to enhance Customer Service Levels.
5. Took respective steps to secure the store by implementing security systems and measures.
6. Maintained store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
