Operations Manager
Extensya
Total years of experience :21 years, 1 Months
Ensure Account KPI’s (inbound, outbound, and Chat) and Quality of service are met in coordination and alignment of client requirements and standards.
Develop and retain a close and constructive relationship with the client
Monitor, drive, and track the performance of the Customer Support scope (resolution time, customer satisfaction)
Ensure customer support business continuity (scheduling, planning, shifts)
Respond to clients when required through being a point of escalation in handling queries and complaints to the point of resolution
Ensure Increasing Service Standards, (phone etiquette, complaints handling, communication skills, and cross selling skills).
Prepare regular reviews (Monthly performance, problem management, alignment calls)
Identify gaps and provide areas of improvement to the management..
• Manage day-to-day operations, planning, quality control, and reporting
• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis
• Partner closely with the research team to adapt to changing conventions, tooling developments, and expansion to new data areas
• Collect, track, & present metrics related to processes, team accuracy and efficiency, and drive improvements in efficiency, throughput and cost across the organization
• Continuously evaluate tools and processes and offer solutions to ensure they are efficient, high quality, and scalable
• Troubleshoot and resolve technical issues
• Work closely with support staff managers (HR, Finance, Safety, IT and other leaders) through excellent knowledge management, process design and implementation to help deliver targeted levels of productivity and contact handling performance
• Deliver the operational budget for functional area, including safety, productivity, financial and labor planning, rate forecasting, peak season planning and operational goals for outbound, or inbound operations
• Drive continuous improvement projects to optimize operations and improve productivity to meet and exceed business objectives; Effectively leverages the Operations and Managers to solicit ideas and understand problems and challenges in the site (DMAIC, RCA, Implementation).
• Approach and Deployment of Management process for safety, quality, productivity, and customer experience upon COPC CX Standards.
• Set clear goals and expectations for Operations and site Managers. Measure’s performance, provides feedback, and holds leaders accountable
• Network best practice with other sites to drive efficiencies, cost savings and process improvements.
• Develop and retain a close and constructive relationship with the client
• Developing call center business plan,
• Preparing monthly performance report
• Monitor the achievement of team KPIs and motivate the team
• Drive, manage and track employees’ performance in terms of product sales.
• Conduct periodic performance review for the team members and timely delivery of the yearly performance appraisals.
• Adhere to quality standards in terms of communication with customers
• Manage complaints received by the call center.
• Create teamwork culture, maintain high staff satisfaction level
• Testing and enhancing E-Channels functions.
• Enhancing ticketing system workflow
• Decreasing call duration by increasing agent efficiency
• Controlling abandoned rate by enhancing IVR flow
• Conducting monthly performance appraisal to review team performance
• Develop team members through monthly coaching, the provision of on-target feedback, counseling, and recognition
• Responsible for new team members hiring and on-boarding
• Monitor, drive, and track the performance of the Customer Support scope (resolution time, customer satisfaction, NPS)
• Ensure customer support business continuity (scheduling, planning, shifts)
• Support the team in operational topics (ticketing, banking questions)
• Organize and facilitate Team Meetings and provide feedback to Customer Support
• Improve the model: processes, tools, indicators, training, knowledge.
• Maintain an up-to-date team knowledge
• Work with internal teams (Sales, Product, IT) to address operational issues and define tactical/strategic changes (eg: identify opportunities for new product/feature development)
• Respond to clients/partners when required through being a point of escalation in handling queries and complaints to the point of resolution
• Serve as a coach and trusted advocate to valued bank clients
• Prepare regular reviews for clients (Monthly performance, problem management, alignment calls)
• Identify gaps and provide areas of improvement to management
• Ensure Increasing Service Standards, (phone etiquette, complaints handling, communication skills, and cross selling skills).
• Heading testing and developing team on I-Banking, phone banking, mobile banking and SMS services.
• Conducting monthly performance appraisal to review team performance
• Develop team members through monthly coaching, the provision of on-target feedback, counseling, and recognition
• Responsible for new team members hiring and on-boarding
• Monitor, drive, and track the performance of the Customer Support scope (resolution time, customer satisfaction, NPS)
• Ensure customer support business continuity (scheduling, planning, shifts)
• Support the team in operational topics (ticketing, banking questions)
• Improve the model: processes, tools, indicators, training, knowledge.
• Maintain an up-to-date team knowledge
• Understand and interpret departmental strategy requirements, goals and work with internal stakeholders to create solutions that impact both customer and employee satisfaction
• Respond to clients when required through being a point of escalation in handling queries and complaints to the point of resolution
• Serve as a coach and trusted advocate to valued bank clients
• Prepare regular reviews (Monthly performance, problem management, alignment calls)
• Identify gaps and provide areas of improvement to management
FATCA form application •Legal aspects of banking •Banking ethics •Basics of Islamic banking •Values, principles and culture Jordan Dubai Islamic bank
Capital expenses and revenue expenses under Petrol accounting aspects