Operation Manager
Solexplus
Total years of experience :15 years, 1 Months
Communicating with call center team to provide feedback about employee performance and coaching staff as needed
Providing leadership and management to all staff members in the call center to ensure that goals are met
Analyzing data to determine which marketing strategies are most effective for increasing sales or customer satisfaction
Designing and implementing training programs for employees to ensure that they are equipped with the knowledge and skills necessary to perform their jobs effectively
Managing the flow of calls by overseeing the work of agents to ensure that customers are satisfied with the service they receive
Creating and maintaining a culture of excellence within the call center that inspires employees to do their best work
Monitoring agent performance to ensure that they are following procedure correctly and treating customers in a friendly, professional manner
Evaluating and improving call center operations by developing new policies and procedures, conducting audits, and making recommendations for change
Hiring, training, scheduling, and managing a staff of agents who answer incoming calls from customers who have questions about products or services offered by a company
Managing a team of 10 QA.
▪ Achieve with the team a target of (8000 calls) per month.
▪ quality and service level targets are consistently met
▪ Send Daily report for the project team leaders (Male &female )
▪ Send Daily Feedback for the project team leaders (Male & female).
▪ Prepare and analyze internal and external quality reports and managing the staff reviews.
▪ Use quality monitoring data management system for compiling and tracking performances at team
and individual levels.
▪ Coaching and feedback, responsibility for delivery of the defined customer experience in every call.
▪ Train All new batch with Multi Materials Such as, Customer service excellence, Product information,
communication Skills, Quality sessions.
▪ Work on (CRM ) System and Send Daily reports to All team leaders (Male &female ) .
- Hafiz project (Team leader ) and have managed a team of 30 Agents.
- Participate in designing the call monitoring formats and suitable quality standards.
- Solve All team issue such as, salary, contract, Absent,
- Motivate the team to Achieve the Success.
- Improve team performance such as, working hours, login hours, Quality Score.
- Compiling reports on team’s performance and customer feedback.
- Managing and directing The team daily .
Supervising, planning, and managing functions concerned to Call Center environment.
▪ Aziza Panda team leader and have managed a team of 5 Agents.
▪ Participated in the new campaign for the client (Watch & Win) in 2011.
▪ Data Entry and analysis.
▪ Handling and possessing all clients process requests such as addition, deletion, upgrading.
▪ Perform administrative tasks, such as maintaining records and handling policy renewals.
▪ clear all the pending claims, finalized and make the reconciliation.
▪ Make sure that All calls have been answered by team and improve the performance with high quality.
▪ Handling CRM tickets from creation to closing with all concerned departments.
▪ Motivated and push the team to work hard for best result .
- Answer phones and respond to customer inquiries.
- Rising tickets on CRM .
- Follow-up on customer open tickets till it gets resolved.