Call Center Operations Manager
NG Crossing
Total years of experience :22 years, 3 Months
Achieves operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
1. Responsible for Quality Assurance Outsourcing sector by defining the targets then measuring & enhancing it based on the following phases : -
• Design
After gathering the company requirements, all processes are designed including best scenarios, process evaluation scoring systems & knowledge transfer
• Build
Implement & Roll-Out the company processes.
• Operate
Manage the company process quality levels.
• Transfer
Provide the training to the assigned staff in order to handling all processes and activities.
Examples: -
ICT Qatar ……………………………….Design - Build - Operate - Transfer.
El Araby group (Toshiba & Sharp)...…... Design - Build - Operate - Transfer.
Atheeb Telecommunications (GO) ……. Design - Build - Operate.
57357 Hospital ………………………….Design.
Americana ………………………………Design.
2. Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
3. Achieves quality assurance objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
4. Meets quality assurance financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
5. Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories.
6. Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
7. Prepares quality documentation and reports by collecting, analyzing and summarizing in-formation and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
8. Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
9. Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
1. Conduct Quality Monitoring Templates & identifies improvement areas.
2. Identify & provide CSR’s Performance, Based on the transaction monitoring attributes.
3. Analyzing the area of training needed on the following levels:
- CSR Level. Team Level. Program level.
4. Gathering & analyzing the performance data across all the level of monitoring, on the fol-lowing frequency:
- Daily. Weekly.
- Monthly. Quarterly.
Annually.
5. Managing the following functions & units teams:
- Monitoring team Vs. Transaction Monitoring Approach.
- End user survey team Vs. End User Satisfaction & dissatisfaction Approach.
6. Setting the quality and operations sample size of monitoring target.
7. Managing and following up on the operations target.
8. Managing & reviewing the internal/ External “COPC” (Customer Operations Performance Center) Audit.
9. Delivering the requested figures at “Table F” of the 2.4 & 4.2 Approaches.
10. Managing the calibration sessions on the internal level (Quality Dept.) & the interdepart-mental (Operations) & external level (Clients).
11. Defining the calibration threshold.
12. Measuring the calibration efficiency (Monitoring efficiency).
13. Customizing the transaction monitor tool and template, based on the client requirements.
14. Reporting performance to the clients (design & manage all the reports sent to clients).
15. Designing, implementing, and deploying the call processes (Call Scenario) based on the client scope and P.K (Product Knowledge).