Executive - Call Centre
Amana Takaful PLC
Total des années d'expérience :11 years, 8 Mois
Handling a team of 6 and processing collection of lapsed policies
Interviewing and recruiting candidates for clients depending on their requirements
Planning and scheduling Interviews times and dates
Corresponding with clients in getting business and negotiating salary scales and other benefits
Finding replacements
Meeting existing and potential clients
Operations Management
Into OPS Management for a Contact Centre, managing a team of 13 TLs and handling 260+ staff directly.
Preparing Leave Planner for GSM group on a quarterly basis
Handling Customer Operations Performance Centre (COPC) operations
Escalation Helpdesk
In charge of TL & Escalation roster
In charge of Even Management Team (Operations)
IT Operations
Directly in charge of IT operations for Call Centre
Heading Single Sign On project with Microsoft Corp.
Installing Microsoft applications and virusguards while keeping them updated
Installing Operating Systems, troubleshooting and maintenance
Working on Active Directory/Domain
Configuring and assigning IPs
Configuring and maintaining Avaya/Lucent voice systems
Clearing Oracle locked session using
Configuring and repairing mailboxes (Exchange Server)
HR & Administration
Rewarding & Recognizing employees
Taking disciplinary actions such as issuing Verbal Warnings, Memos and conducting inquiries
Renewing/extending/terminating contracts
Liaising with HR & Admin team for HR & Admin related issues
Conducting Monthly and Annual Performance Review
Approving/disapproving Attendance Changes/OT Allowances of Group TLs and their staff
Interviewing prospective Call Centre employees
Training & Development
Transforming the newly product knowledge to the group
Conducting OPERATIONS briefing
Coaching
Process Management
I was leading the Process Team and had to reengineer 256 processes to streamline the entire structure for a smooth operation
Prior to launching a new process, I was in charge of reviewing and suggesting changes if there was a requirement which will benefit the organization and the end user
Integrating processing to Online Manual
Worked since 16th February 1999 to the post shown above and having 3 years experience in handling MS-OFFICE products (WORD, EXCEL, POWERPOINT etc)
Handling & configuring of co-operate e-mails
Corresponding with International clients and co-ordinating with the Chairman / Director pertaining to orders
Preparation of vital documents to Bank, Ministries etc.
Service Excellence and Interviewing Skills
Advanced Level examination