Senior Manager For Call center and Delivery Manager
Chili House, LEE’S, Pi Pizzeria
Total des années d'expérience :11 years, 2 Mois
For 3 Brand Restaurant: Chili House, LEES, Pi Pizzeria (25) Branches Each in Iraq
• Developing and implementing strategies to improve call center and delivery operations, including setting performance goals and metrics.
• Managing and supervising call center and delivery staf, including hiring, training, and evaluating performance.
• Monitoring and analyzing call center and delivery performance data to identify areas for improvement and implement corrective actions.
• Ensuring compliance with company policies, procedures, and quality standards in call center and delivery operations.
• Collaborating with other departments, such as sales and marketing, to ensure seamless coordination and communication between teams.
• Implementing and utilizing call center and delivery technology and software to enhance eficiency and customer satisfaction.
• Handling escalated customer inquiries or complaints and providing timely resolutions.
• Conducting regular performance reviews and providing feedback and coaching to call center and delivery staf.
• Developing and implementing training programs to enhance the skills and knowledge of call center and delivery employees.
• Keeping up-to-date with industry trends and best practices in call center and delivery management. Developing and implementing strategies to improve call center and delivery operations, including setting performance goals and metrics. Managing and supervising call center and delivery staf, including hiring, training, and evaluating performance. Monitoring and analyzing call center and delivery performance data to identify areas for improvement and implement corrective actions. Ensuring compliance with company policies, procedures, and quality standards in call center and delivery operations. Collaborating with other departments, such as sales and marketing, to ensure seamless coordination and communication between teams. Implementing and utilizing call center and delivery technology and software to enhance eficiency and customer satisfaction. Handling escalated customer inquiries or complaints and providing timely resolutions. Conducting regular performance reviews and providing feedback and coaching to call center and delivery staf. Developing and implementing training programs to enhance the skills and knowledge of call center and delivery employees. Keeping up-to-date with industry trends and best practices in call center and delivery management.
• Managing stock control and inventory checks.
• Having a keen eye on budgets and budgetary changes.
• Communicating changes in an order process to relevant parties.
• Ensuring that health and safety regulations are followed.
• Documenting procedures for third-party monitoring.
• Creating and monitoring projects and teams.
• Reviewing workloads and manpower to ensure targets are met.
• Supporting the CEO or executive team’s vision and process ideals.
• Managing a team of customer service agents to deliver top-notch service to passengers.
• Monitoring and optimizing customer service processes to improve efficiency and effectiveness.
• Resolving escalated customer issues and complaints in a timely and professional manner.
• Developing and implementing training programs to enhance the skills and knowledge
of customer service staff.
• Collaborating with other departments, such as operations and security, to coordinate efforts and streamline service delivery.
• Analyzing customer feedback and data to identify trends and make informed decisions to enhance the overall customer experience.
• Ensuring compliance with airline policies, procedures, and industry regulations to maintain a high standard of service quality.
• Providing leadership and guidance to the customer service team to foster a positive and productive work environment.
• Working closely with upper management to develop strategies and initiatives to meet and exceed customer service goals.
• Keeping abreast of industry trends and best practices to continuously improve the customer service function.
Worked as a Hr coordinator in Emirates National Bank Of Dubai. ENBD
Efficient leadership qualities with ability to control and manage the department and generating the best outcome.
- Ability to balance the employee relations with the management.
- Maintaining high morale within the staff, to keep up the spirit of quality work within the employees.
- Experience of drafting plans for employee training, development and monitoring the factual outcome for the organization
- Proven ability of implementing “Employee coaching plans” as and when required.
- Experience of managing staffing for various departments, and ability to identify the over-staffing and making measures to make appropriate amendment.
- Ability to downsize the organization at times of need.
- Timely intervention to check out the quality of the work assigned and work efficiency in the employees.
- Planning activities to involve the employees to boost up their spirit from time-to-time.
- Monitoring and interacting with the employees and management regularly to understand the concerns and the key area to be amended for resolving the same.
- Excellent communication and inter-personal skills.
- Hard-working, dedicated and ability to work abiding the compliance.
- Efficient time-management skills giving importance to the employee satisfaction.