WFM Executive
contact center company
مجموع سنوات الخبرة :17 years, 10 أشهر
• Preparation of Daily, Weekly & Monthly reports on performance of the process.
• Preparation of reports detailing the KPI achievements of the process.
• Preparing reports on the performance of the agents which provides detailed current and historic performance on various metrics like Login hours, Break usage, Average Call Handling Time, Calls taken etc.
• Tracking and reporting the Violations with regard to Shift adherence of the employees, delivering the scheduled login hour etc.
• Preparing (Attendance) report for staff.
• Maintaining Payroll of the employees and Leave management which will act as the input for salary processing.
• Providing data for analytical purpose and for presentations.
• Database maintenance for Outbound Campaigns and daily Lead Allocation to the agents with different strategies provided by Ops.
• Alerting the Management on occasions where there is a drop in the performance of the
Processes by SMS instantly and by E-mail detailing the Intraday performance and
Reasons for Non achievements
• Manage eight to ten teams nationwide.
• Coordinate with Stc for work assignments.
• Manage supply chain of equipments, tools, installation accessories and vehicles.
• Assign areas to teams and send workforce according to workload and area allotted by Stc.
• Extract data from Stc portal and prepare workload for installation teams.
• Allocate workload to installation teams according to the client appointments.
• Coordinate with the Team and follow up with the client.
• Guide all installation teams on the road through GPS and digital mapping for the client location.
• Arrange legal Documents (tasreeh) and access cards for main distribution Frames.
• Follow up with installation team in installation work and configuring the routers. and modems and coordinate with Stc for the confirmation of connectivity.
• Process client satisfaction documents with client through installation team.
• Push them for work and keep track of their activates.
• Maintain daily attendance of the workforce and discourage work related violations through legal actions.
• Prepare daily weekly monthly and yearly work report according to the work completed.
• Maintain and prepare supply chain report coordinating with Stc warehouse and Abana warehouse.
• Serves customers by providing product and service information; resolving product and service problems.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.
• Handling all sorts of problems with customer's
• - Supervising customers with margins & facilities.
• -working on Complaints TKT's processes &procedures, and set the SLA between other departments\sections.
• -Assign Complaints cases to the specialized proper Complaint team members, and produce weekly\daily complaints reports,
• - Initiated & managed GO Customer Care’s internal & external projects serving all its sections (Front Office, Back Office, Telesales, Royal & VIP, Service Center, Complaint & Retention, ).
• - Analyzed different GO Voice & Data products business requirements (CPE, Dongle... etc).
• - Analyzed various GO customer segments’ needs (Residential, SOHO, ... etc).
• Problems Escalation and follow-up of cases requiring further action.
• Dealing with inbound and out bound calls
• Guide inbound and outbound representatives to improve their productivity
• Work with customers to ensure that contractual service expectations are exceeded
• Update the existing databases with changes and the status of each customer/prospective customer
• Adhere to latest training and support standards and procedures.
• Meet established and new productivity, effectiveness, training, sales and quality goals
• Retain and apply large amounts of product, procedure and policy and system information
• work in a highly-structured environment - take scheduled lunches and breaks
• accept and incorporate constructive feedback to improve performance
I have been managing my family agricultural farm in Pakistan from July 2009 dec 2010
i haven controlling ten to fifteen people .for different operations
• Assist Marketing team in coordinating various integrated communication and marketing activities.
• Interfacing with client and vendor counterparts and building up relationships with marketing suppliers (email, direct mail, online marketing vendors)
• Coordinate for a wide range of marketing communications.
• Execute a wide variety of details that involved in direct mail, email broadcast campaigns, outbound calls, marketing trade shows and events, public relations,
• Customer communications, media advertisements, promotions, and other marketing plans.
• Keep track of campaigns prepare performance analysis reports of previous campaign and making recommendations to concurrent and post programs.
• Maintaining open lines of communication with all organizations and providing prompt answers to client and vendor requests
• Developed standardize presentations and sales scripts.
• Writing and maintaining content and providing monthly updates to company website.
• Producing quarterly newsletter and distributing it to email marketing list of company.
• Developing lead generation plans with targets, measures, and objectives.
• Work with customers in developing case studies, references, and testimonials.
• Coordinate with global teams and assist in development of new products.
• Administer efficient working of cross functional team and maintain interpersonal relations.
• Manage customer services and maintain effective professional relationships with vendors and agents.
• Assist merchandising department and sourcing teams for all product development.
• Assist all vendors to select appropriate color and various components.
• Manage all production problems and ensure timely resolution for same.
• Monitor development process and ensure compliance to schedule and timeframe.
• Evaluate all materials for vendors and ensure compliance to standards.
• Coordinate with agents and design new methodologies for product development.
• Provide appropriate reports and assist in technical production to team.
• Motivate and develop direct reports. Provide appropriate guidance and support.
• Analyze current marketing trends and ensure consistency of styling with same.
• Design and maintain master spreadsheet for product development and prepare appropriate reports.
• Review all new orders and ensure accuracy of all quantities.
• Ensure compliance to all instructions from manufacturer.
• Analyze all customer requirements and industry trends and develop new product development programs.
I have been studying these all subjects during bachelors and I have solid grip on this fields of arts and humanitarian subjects