CALL CENTER
CUPOLA TELESERVICES
Total years of experience :4 years, 2 Months
• Developing and implementing the contact Centre strategy and lead the contact Centre via continuous motivation, development and inspiration to achieve call Centre and individual objectives.
• Preparing, requesting and managing budget in line with contact Centre strategy.
• Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.
• Coaching, manage, develop and motivate direct reporting employees.
• Conducing regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
• Analyzing call and revenue data to determine operational trends and provide solutions to increase sales, service and quality in order to achieve and exceed contact Centre and network revenue, service and quality targets.
• Forecasting resource requirements and ensure that recruitment campaigns are carried out to ensure that sufficient resources are in place to achieve agreed contact Centre service, sales and quality targets.
• Continually reviewing internal systems, procedures and processes to ensure resource and operational efficiency.
• Liaising with country management, EGHQ and Emirates network of contact Centre’ s and reservation offices to continually review and challenge processes to ensure effective and fit for purpose and to share knowledge, best ideas and best practice.
• Researching, promoting and implementing new programs, sales, and service and employee satisfaction initiatives.
• Motivating the teams to meet the targets and deadline.
• Executing against aggressive key performance indicators (KPIs) to achieve objectives for exceptional service, operational excellence, scalability, productivity and team performance.
• Maintaining Safety and Security environment.
• Law enforcement and incident management processes. Including; travel security programs, office security systems
• Proven success driving organizational change and a track record of innovation.
• Superior execution skills with attention to details and a focus on clear action steps and timelines.
• Demonstrated ability to lead initiatives and large scale projects that deliver operational efficiencies and effectiveness.
• Preparing call center financial and performance reports by collecting, analyzing and summarizing data and trends.
• Determining operational strategies by conducting needs assessment, performance reviews, capacity planning, cost/benefit analyses and defining user requirements
• Maintaining and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishing call center human resource objectives by orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meeting call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Preparing call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintaining equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintaining professional and technical knowledge by tracking emerging trends in call center operations management.
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