Contact Center Senior Director
Contact Center Company
Total years of experience :15 years, 4 Months
-To ensure desired customer delight by providing satisfactory response to customer
interaction.
- To achieve desired contact center business plan results for revenue & costs.
- Manage Customer Interactions through Inbound voice contact through his/her team for the
various services.
- Identify steps in work processes.
- Identify improvement opportunities.
- Test improvement opportunities.
- Fully implement improvements with best results.
- Constantly monitor & review performance metrics for achievement of objective.
- To track & ensure closure of complaints.
- To effectively manage Contact Center operations for constant performance achievements.
- Identify relevant training needs of agents and Team Leaders & ensure effective
implementation.
- Effectively manage shift operations.
- Prepare work/manpower schedules.
- Prepare contingency plans.
- Interface with IT/HR/ Training/Quality.
- Collate data & generate MIS report.
- Recruit, train & retain team in conjunction with HR for optimum performance.
- Mentor and develop the team.
-Managing All Call center Activity ( Inbound, Outbound, Telemarketing )
-Bulid the call center setup from the scratch
-Setting call center plan
-Managing the call center Size( staffing and forecasting)
-Managing the call center support team( Quality assurance, Knowledge base, Reporting)
• (Nov. 2012 - Jul.2016 ) Extensya - KSA, Operation Supervisor. ((Zain-KSA Call center)).
AL-Khobar - KSA
Responsibilities•
Manages all call center operations activities e.g., Overtime, contingency plans, action plans, Manage Team leaders, Recruitment and Sales activity.
Supervision on operation support department activities e.g., Agent scheduling, Training, Recruitment, Quality Assurance and Reporting.
Set Call center KPI`s, Standards and Rules.
Reporting and Analyses.
Demonstrates knowledge of organization’s expectations, e.g., internal standards or service level agreements.
Ensures the quality of service delivery by customer service representatives and Team Leaders performs the necessary quality management checks that meet targets•
Ensures that the set call centre KPIs are attained.
Compiles weekly and monthly management reports for all team Leaders• Identifies and reviews expected service levels and quality goals.
Ensures complaints/concerns are resolved or escalated in a timely manner• Manages call volumes, e.g., peak times
Responsibilities•
Manages a team up to 20 CSRs who provides general, technical and if required specific services to inbound contacts through multiple communication channels, primarily by telephone and email, and makes outbound contacts as appropriate to maintain or enhance that service.
Uses effective communication skills by Communicating feedback as a performance issue not personal issue, as I must liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level•
Demonstrates knowledge of organization’s expectations, e.g., internal standards or service level agreements•
Demonstrates knowledge of impact to provide professional service to public•
Sets priorities to ensure continual satisfaction.
Ensures the quality of service delivery by customer service representatives and performs the necessary quality management checks that meet targets•
Assists the customer service representatives in addressing customer escalations and promoting a service oriented work environment•
Ensures that the set call centre KPIs are attained. If required, start answering the phone to manage the team performance.
Compiles weekly and monthly management reports for all team members• Identifies and reviews expected service levels and quality goals •
Ensures complaints/concerns are resolved or escalated in a timely manner• Manages call volumes, e.g., peak times
customer service for a drug store , receive call and email from the client and contact the client, handle any complaint or special case
Good
