Deputy Manager Contact Center
K Electric
Total years of experience :19 years, 0 Months
Job responsibilities include,
•Managing daily contact center operations (inbound & outbound) with a capacity of 120 seats and 400+ agents on board.
•Ensuring that Customer Service is equipped to transition customers from satisfied through loyal to brand advocates.
•Driving change in order to maintain “best in class” processes and eliminate inefficiencies.
•Defining and implementing key performance metrics that track the continuous improvement of services and minimizing customer complaints.
•Participating on cross-functional teams to design and deliver the envisioned service experience.
•Successfully developed statistical call volume analysis to support headcount forecasting and budgeting.
•Managed analysis of department performance and headcount.
•Delegating responsibilities to the Floor Managers & Team Leaders ensuring flawless operations.
•Setting up proper performance action plan for all levels.
Key responsibilities include,
•Managing the daily BC operations ensuring achievement of targets and related KPIs.
•Providing support to the walk in customers, and ensuring customer facilitation at all levels.
•Customer satisfaction level is maintained above benchmark of 95%, through Instant Customer Endorsement & Expressia Feedback devices.
•Customer retention is of paramount importance and KPI is met through different retention techniques & retention policies/offers.
•Counseling/Coaching the team members towards customer centricity & service excellence.
•Heading the in house sales and helping staff in achieving the assigned targets.
•Successfully running one window operations, managing all the finance related activities, that includes center's cash management as well as inventory ensuring efficacious yearend internal/external audits.
•Mobile Financial Services (Mobile paisa) lead the project for south region towards a successful soft launch. Transactions like Utility Bill payment & remittances are being carried out in day to day operations with an internal audit check as well as audit by State Bank.
•To understand and implement the CS policies and procedures in practice and spirit.
•To take ownership and ensure timely resolution of customer complaints, retaining the churn cases and improvising customer's experience.
•Managing QMATIC system across the country, ensuring smooth transition from greeting till customer retreat with complete satisfaction along with detailed reporting system at each level.
•Lead the project of integrating CRM with NADRA DB for biometrics verification system in south, as instructed by the regulatory authority PTA.
•Providing suggestions/feedbacks towards revenue enhancement, cost optimization, customer experience enhancement, process revamping focusing customer first contact facilitation & +1 strategy formulation considering industry stats.
•Maintains harmony among team members and resolves grievances.
Abu Dhabi Group)
Job responsibilities include,
•Direct contact center operations as a liaison between customers, management, and contact center employees.
•Achievement of KPIs, that include Service levels, Wrap up time, Talk time, Hold time, Wait Time & Call answered time. This also includes achievement of upselling targets of different products when required by the company for limited time period.
•Managed the daily operations/shifts considering the all segments of inbound contact center operations.
•Coordinate the interviewing, hiring and training of over hundreds of customer service representatives.
•Monitor interaction between staff and callers to ensure quality assurance standards through CISCO tools & reporting.
•Ensured strict adherence to company policies and procedural guidelines.
•Review call center statistics weekly, monthly & annually to ensure all defined KPIs, measure staff performance and the need for improvement. Responsible for designing call center weekly/monthly presentations, for higher management visibility.
• Forecast volumes of calls and manpower requirements/Capacity planning to provide feedback proactively to Workforce.
•Maintenance of the correct recorded announcement menus in IVRs, and makes changes as necessary based on the time of day, day of week, or holidays.
•Determine work procedures, prepare work schedules, and expedites workflow.
•Successfully achieved task of traffic de-grow to 35% through automation, providing customers alternate for their requests.
•Achieved KPI of maintaining customer satisfaction level to above 95%, through Instant Customer Endorsement.
•Initiated several projects that include Sim Delivery at door step, Prioritizing queue for High Profile customers, postpaid bill payments through scratch cards, Bulk sms broadcast for upselling & cost optimization purpose.
•Successfully lead the end to end process of outsourcing Warid's Karachi contact center to BPO.
•Maintains harmony among team members and resolves grievances.
Provide administrative and clerical support to departments or individuals.
Schedule meetings and arrange conference rooms.
Alert manager about cancelations or new meetings.
Manage travel and schedule.
Handle information requests.
Prepare correspondence and stuff mail into envelopes.
Arrange for outgoing mail and packages to be picked up.
Prepare statistical reports.
Manage spreadsheets.
Greet and receive visitor.
Prepare confidential and sensitive documents.
Coordinates office management activities.
Determine matters of top priority and handle accordingly.
Prepare agenda for meetings.
Takes and transcribes dictation.
Helps prepare office budget.
Plans events and volunteer activities.
Maintain office procedures.
Coordinate travel arrangements; prepares itineraries; prepares, compiles and maintains travel vouchers and records.
Operate office equipment, such as photocopy machine and scanner.
Coordinate committees and task forces.
Relay directives, instructions and assignment to executives.
Receive and relay telephone messages.
Direct the general public to the appropriate staff member.
Maintain hard copy and electronic filing system.
Sign for TCS/Fedex/TNT packages.
Responsible to answer inbound calls within the defined standard procedures.
•Routed calls need to be handled within assigned targets i.e AHT, ATT, Not Ready, Login Time, Handled Calles and ASA.
•Other than, has to maintain Quality as per set standards.
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