Call Center & CRM Manager
Artal Properties
Total years of experience :16 years, 8 Months
1- Contact Center Operations
• Design and implement appropriate structure, resources, process and systems to deliver on SLAs.
• Planning of resources in line with the annual plan and SLAs agreed with operating units.
• Staffing and induction.
• Performance management.
• Training and development.
• Builds engagement to drive motivation and manage retention.
• Ongoing monitoring and reporting of KPIs ensuring service levels and quality levels for transactions are met.
• Drive process optimization for greater efficiency and effectiveness of services.
• Works closely with IT department to ensure system performance and implement system changes where appropriate.
• Issue Resolution in CC as per TAT
2- Customer Care Processes and Policies
• Monitor the changing needs of the service, to identify areas for improvement and make recommendations for service improvement and implementing those improvements by process innovation to the satisfaction of internal and external customers.
• Automation of processes at call center to minimize manual intervention
3- CRM Management
• Taking a lead role, undertake data management, database administration and data exchange operational tasks as directed by the direct manager and in accordance with CRM data policies and procedures.
• Verify & Input customer’s details in the CRM.
• Manages customer’s activations on the company CRM.
• Identifies customer’s product lines & manage updates.
• Apply deactivation procedures on customers that violates set users terms and conditions.
• Ensure the accuracy of the CRM data.
• Using data held within the company’s CRM system undertake data analysis, interpretation and collation for operations management and incident resolution.
• Perform data uplift and cleansing activity such as record de-duplication.
• Issue quantitative/qualitative periodical report.
4- Data Analyst
• Interpret data, analyze results using statistical techniques and provide ongoing reports
• Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality
• Acquire data from primary or secondary data sources and maintain databases/data systems
• Identify, analyze, and interpret trends or patterns in complex data sets
• Filter and “clean” data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems
• Work with management to prioritize business and information needs
• Locate and define new process improvement opportunities
Deliveries of Team sales, service level components, quality and productivity targets &
indicators.
People Management including all HR related issues as well as staff development.
Operational Management: Managing the floor, adherence to schedule.
Ownership and problem resolution.
Call monitoring, Coaching and Feedback, responsibility for delivery of the defined
customer experience in every call.
Training and development of staff.
Motivation, Leadership for the team & developing future leaders.
Provide statistics regarding the call volume, complaints, traffic patterns, service
level, and staff quality assurance.
Recommendations for product and process development based on customer feedback
and analysis of the same.
Conducting performance appraisal for the team.
Contribute for the initial hiring and selecting process of the front liner.
Overall responsibility for new PBR's certification.
Compiling reports on Team's performance and customer feedback.
Supporting Management and leading special projects.
Provide key input to Manager, Phone Banking, Credit Card, Marketing regarding
campaigns, process improve, and prepare a Daily/ Monthly/ Occasionally MIS
Communication and being a focal point of dissemination of information from
management to team and vies versa.
Scheduling of shifts for call center.
Approve Online Internet Banking registration requests, Enable & Disable Internet
banking requests.
Approve Mobile Banking registration requests, Enable & Disable Internet banking
requests.
Checking the SRM requests on daily basis and ensure all requests are submitted as per
the agreed SLA.
Problem Solving Complexity
Work very closely with team members to solve customer problems. Also needs to
understand PBR problems and weaknesses and address these, as well as, to be On-Call
24hr. Offers solutions and suggestions for process and product improvement to
management.
Decision Making Authority & Responsibility
Required making decisions on any matters relating to improving revenue generation &
customer satisfaction with regards as far as it affects call handling and Phone Banking
processes.
Possesses certain additional supervisory level authority for reversal of charges.
Responsible for making decisions on training requirement for team members and
adjusting targets to suit the needs of the business.
Responsible for all HR related issues affecting team members including conducting
appraisals, confirmations, promotions & terminations.
Communications and Working Relationships:
Operates in a call center environment. Heavy daily interaction with Team Members in
a supervisory role including managing the floor with the service level component
responsibility. Also interacts with Manager Phone Banking, Manager, Service Quality,
Complain resolution officer & Manager, Marketing for information retrieval & action.
• Extracting and sorting data from systems.
• Analyze call center performance metrics (Hold, AHT, abandon rate, adherence).
• Providing commentary and recommendations of previous day performance to increase call center
efficiencies.
• Forecasting capacity planning - monitoring staff movement, staff requirements and team changes.
• Monthly business review of sales performance, quality, attrition, call center metrics etc.
• Identifying new requirements and potential enhancements to MIS reporting processes and operational
procedures in alignment with current business requirements.
• Preparing and executing ad-hoc tasks and reports.
• Proficiency in Intermediate Excel and MS Access
• Interact with customers over the phone to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone on the spot.
• Convert sales opportunities in order to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.
• Preparing of Call Center MIS reports.
• Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.
• Aggressively selling Credit Cards Balance transfers & credit card cheques over the phone.
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• Working on Internet Banking registration and enable / disable any IB user id if requested as per RAKBANK
Operating Procedure
• Interacting with customers via Twitter and other Internet Social Media if any.
• Enhance the customers to get their statements through email and register them on e-statements module.
• Cross sell different products or services for customers.
• To assist the Team Leader in delivery of Team sales, service level components, quality and productivity
targets & indicators.
• Operational Management: Assist Team Leader in Managing the floor & adherence to schedule.
• To assist Team Leader in recommendations for product and process development based on customer
feedback and analysis of the same.
• Compiling reports on Team’s performance and customer feedback.
• Operates in a Call Center environment where the interface with customers is over the telephone.
• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the
Phone Banking Unit.
• Mostly related to explaining procedures or providing information regarding retail-banking products.
• Excellent communication and convincing skills.
• Limited to certain functions, which enable on-the-spot problem resolution.
• Suggesting a workflow changes to Team Leader, Phone Banking.
- Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
- Providing guidance in areas of professional matters as requested or needed.
- Applying FCR concept for all customer’s inquires.
- Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
- Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.
- Adhere to Customer Operations Department policies and procedures.
- Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
- Perform standardized activities and tasks efficiently and effectively.
- Pro-actively reinforce Vodafone’s customer care proposition during all contacts.
- Handle and retain all the customers’ complaints within the SLA.
- Handle all USB and mobile internet basic trouble shooting related issues.
- Supporting corporate queue by handling SME authorized and end-users inquires.
- Supporting collection queue by handling collections inquires and bills explanation.
- Explore the required negotiation skills for making payments' deals when needed.
- Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
- Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
- Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold
- Translating from English into Arabic and vise versa (for non English native speakers)
- Correcting and editing documents or books written in non-Arabic.
- Teaching Foreign Language (Mainly English) in a foreign language school.
- Teaching both modern and colloquial Arabic one to one and groups.