Administration Manager & Safety Security Manager
Habchi & Chalhoub
مجموع سنوات الخبرة :24 years, 4 أشهر
support the Contact Center Clients’ Businesses by providing the region’s leading Customer Contact and Relationship Management capability that will substantially help increase.
oDirectly supervise Contact Center Quality Supervisors & Quality analyst team.
oForecast the overall Performance monitoring, data analysis and feedback for service delivery
oDevelop quality assurance measurements for each customer related to all the functions within the Contact Center.
oLook to minimize defects and initiate process improvements.
oInitiates and implements special projects required to achieve both Clients and Organization goals.
oOrganizes the development and implement of Quality improvement plans/projects based on the department’s strategies and requirement.
oAssists superior in defining project parameters, preparing and reviewing project plans/proposals as well as monitoring project schedules/quality and resources required.
oEvaluates the overall department performance using various assessment models.
oPerformance monitoring, data analysis and feedback for service delivery.
oSponsor an incentive plan which awards top performers
oUnderstands fully the management vision, communicate it to the team members and ensure meeting it.
oAssist in fine-tuning and implementation of Policies and Procedures.
oFunction as customer service/support technicians from quality point of view as needed.
oInvestigate new technology as directed. Analyze and document necessary changes.
oRecruitment and line responsibility of Contact Center Management Team
oIdentification and Setting the Contact center strategy & Development and agreement of Strategy Map and KPI’s for The Contact Center
oSpecification and selection of Contact Centre technology
oManagement of technology implementation in Contact Centre
oBenchmarking and best practice identification within Contact
•Take the required steps to prepare and determine Customer Retention and Growth Strategy by analyzing past data, purchasing behavior and market and identifying possible events to interact with customers.
•Taking the responsibility for the performance of the Contact center representative team and duties will include performance coaching, training in handling techniques, monitoring calls, administration, and workload coordinator and assisting with difficult or escalated calls.
• Analyze and identify Channel and Interaction Strategy using market data, customer feedbacks and research reports in order to achieve efficiency and customer satisfaction.
•Identify and list the customers who are likely to reduce doing business with Abyat.
•Communicate and execute the migration plan.
•Participate in data collection and analysis for performance evaluation, trending and feedback to other departments
•Develop motivational programs to keep moral and retention high.
•Participate in recruiting, hiring, and orientation of new staff
•Coordinate with workforce planning area on scheduling issues.
•Document business policies and procedures.
•Keep records of employee interactions and feedback in disciplinary situations.
•Participate in special projects as needed.
•Conduct weekly pre-shift meeting
•Monitor Calls live and recorded, plus coaching the staff based upon performance guidebook.
I’m taking the responsibility for the operation of the inbound and outbound Center Shifts and to jointly plan and manage the activities of the Department, ensuring that all operational objectives and targets are achieved. To accurately document and report on all relevant Customer care issues to all concerned parties. To liaise with other departments in the Company to ensure co-ordination for all products and projects.
• From 2000 till 2001 (Customer Care Team Leader)
o In that year I was promoted to lead a group of agents in the call center, by ensuring that all their problems were solved, organize their activities, build their targets and develop their customer care service skills to ensure giving excellent service through their calls, and in fact my team was one of the best teams during that time.
o when customer care manager take a leave; I was delegated to acting on his behalf reporting directly to the customer care director ensuring that all the cases that needs to be escalated to the top management is on the main priority of my job, trying to handle the department problems and in some cases solving them.
o During that period of time I was involved with more then training course to enhance the quality of my performance.
• From 2002 till 2004 (Call Center Supervisor)
o After the good performance over the years I’ve been promoted to handle team leaders manage there roles, daily activities, solving their problems, Organizing their Monthly and yearly target.
• From 2005 to Nov 2006: (Telemarketing Supervisor & Call Center Supervisor)
o I’m taking the responsibility for the operation of the Telemarketing Department Shifts and to jointly plan and manage the activities of Team Leaders, ensuring that all operational objectives and targets are achieved. To accurately document and report on all relevant Telemarketing, Customers enquiries and problems to all concerned parties. To liaise with other Customer Care departments and Management to ensure co-ordination for all products and projects.
o when customer care manager take a leave; I was delegated to acting on his behalf reporting directly to the customer care director ensuring that all the cases that needs to be escalated to the top management is on the main priority of my job, trying to handle the department problems and in some cases solving them.