Contact Center Manager
Canadian University Dubai
Total years of experience :12 years, 11 Months
Operation Responsibilities:
• Responsible for delivering daily and monthly SL according to planning targets fulfilment.
• Responsible for enhancing overall experience by maintaining low AHT based on cost reduction targets.
• Handle all CRM and sales funnels basis the campaigns and measurement.
• Marketing strategies to recruit new students and to widen the market.
• Organizing recruitment open-days and events. F2F
System implementations and maintenance:
• Full Freshdesk CRM, Salesforce system installation and admin work including user and admin work.
• Full implementation for Telecom system including backend configuration and contact center protocols maintenance.
Achievements:
• Managing the contact center traffic through all channels including social media with abandoned rate lower than 2% out of thousands of transactions.
• Participating directly on improving sales targets for the Fall-intake by getting double the student’s basis historical data.
Leading an operations team (Average 160 members) as duty supervisor.
• Responsible for delivering daily and monthly SL according to planning targets.
• Responsible for enhancing overall experience by maintaining low AHT based on planning and cost reduction targets.
• Achieve NPS and C-sat targets on daily, weekly, and monthly basis and churn.
• Deliver one to one coaching sessions, as well as group training through daily briefings and weekly team meetings.
• Submit regular reports to management; provide new ideas and strategies to improve performance at the contact center.
• Contributed in operational improvements in systems, process and policies especially for management reporting, information flow and business process as well as the operational planning of achieving Etisalat mission.
Full support to all employees in handling their duties and overcome their challenges.
• One to one coaching to all agents.
• Improving Agents KPI’S
Computer science engineering