Call Center Manager
SabaFon
Total years of experience :22 years, 4 Months
- Developing Call Center Strategy
- Develop and deliver Contact Centre strategy and Mission Statement in line with Company goals and objectives.
- Supervise and manage the performance of direct reports.
- Set Call Center KPI’s
- project, develop, manage and monitor the contact centre equipment requirements, systems, policies, processes and procedures
- Developing Action Plan
- Achieving Call Center Action Plan
- Maximizing the automation processes within the contact center and minimize customer dependency on life agents
- Ensure the technical support and provide technical solutions to the business which will enhance customer experience .
- Managing and supporting staff to generate quality results, through building confidence, and motivating staff to develop and improve their skills.
- Working with Business Development team on programme design and implementation
- Operate within agreed budgets. Continually improve sales per FTE and reduce costs. Continually improve lead generation and reduce cost per contact.
Project Manager and Participate in the following Projects:
Dynamic IVR Project
Self-care Project
Customer online Project
Call Center SMS CARE Project
Mobile Money (mHawala) Service project
Online Knowledgebase Project
Knowledgebase for Call Center Agents Project
Call Center Quality Assurance Specialist & Call Center Manager Interim.
- Responsible for the Call Center Quality and efficiency
- Set the KPI’s for the Call Center
- Set Agents Quality Report
- Set Agents Efficiency Report
- Set the continue Training & Developing program for the call center.
- Design The Call Center Statistics for Agents, For the Call Center As processing group and IVR
- Set the Call Center schedule according to forecasting Calls and service level agreement
- Coaching the Call Center Team of Supervisors and Agents the following issues :
• The Call Center KPI’S
• Customer Interaction
• Telephone Etiquette
• Call Control
• Listening Skills
• Attitude
• Speech
• Call Content
• Customer Service
• SabaFon Services
• Closing
• Customer Satisfaction
- Monitoring the Call Center Team
- Analyses the Call Center Statistics
• Answer the incoming telephone calls in case of surcharge
• Respond to all occurred questions from call center executives
• Inform staff on all new services and procedures
• Keep a good coordination in the team, organize and follow up his activities.
• Be able to analyze, follow up and execute request and complaints.
• Be the first level of support for Call Center executives.
• Report to the Call Center specialist on a daily basis.
• Determine training needs.
• Issue daily and monthly reports of the team.
• Verify coach and train on customer relation and treatment.
Call Center Agent
• Answer incoming calls; perform call back as necessary
• Identify and address customer needs; solve customer problems
• Maintain a customer service attitude with each customer
• Properly utilize SabaFon systems and applications
• Explain the features and sell the benefits of Sabafon Services appropriately
• Contribute to team goals to aid the Call Center’s ‘Continuous Improvement’
• Readiness to assist other departments in Sales and Customer Care as needed
• Ensures work continuity on holidays and off hours
• Adheres to Call Center Rules and Regulations
MBA (Master in Business Administration).
Attend Call Center CRM2005 Conference & Workshop • Contact Center Outsourcing • Operational Excellence • Problems solving in the Call Center (The X-Files) • E-Channel Management in a CRM Environment.
Course in Customer lifetime Value
Program in Time Management
Program in Supervision
Training in Agent Performance Evaluation (As Supervisor)
Training in Call Center Leadership Skills
Training in Call Center Supervisor
Training in Call Center Agent Skills
Training in Call Center Agent Sales Skills
Training in Agent Performance Evaluation (As Agent)
Graduated from Sana’a University Faculty of language English Department.
Training in Art of Business Conversation – via Telephone