Call Center Operations Manager
Extensya
مجموع سنوات الخبرة :19 years, 0 أشهر
- The Focal Point between the Company and the client
- handling the Client requests
- Make sure that the Customer Service Channels operations (Call Center & Branch’s) KPIs achieved according to the plan.
- Monitoring the Centres Performance and raise correction actions on spot.
* Contact Management Centers experience (Sep. 2009 - Present):
Jun 2015 - Present : Project Manager for Government Company -AL Riyadh .
Nov. 2012 - May 2015: operations Supervisor in Extensya - KSA ( Zain KSA Project) (Telecommunications)
Operations Supervisor Tasks:
• Ensures that daily operations achieve service targets and KPIs and shift resources among teams
• Ensures focus on the achievement of income generating activities and the maintenance of performance service standards.
• Analysis of call volume on continuous basis to make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
• Provides comprehensive and knowledgeable information and service to internal and external customers regarding all products and services
• Maintains professional tools and facilities to achieve the department target and Objectives.
• Organizes resourcing and load balancing during the shift intervals
• Resources allocations through different functionalities inbound out bound campaigns.
• Coach, assist and monitor all the Team Leaders work tasks and make sure they meet the targets
• Manages the CSR’s leaves, Switching, and Time off
• Follow up on team leaders’ activities, duties and responsibilities for all issues related to their teams’ results and improvement
• Assist in fine-tuning and implementation of Policies and Procedures.
• Work closely with management to achieve team and department goals
• Coordinates with the Training Department to prepare training plans for new recruits and maintains training schedule.
• Supervise shift personnel in daily operations
• Coordinating with other departments
• Reports all system errors, bugs, Daily events, general events and feedback all responsible persons about any problems
• Providing timely notification to management of negative trends, urgency of issue, or extent of required follow up
• Participates in all system requirements
• Provide the Contact center manager with the necessary feedback regarding the department’s deficiencies and training requirements. Or any other issues.
• Follow up and implementation for all operational issues
• Make sure Agent KPIs updated and visible to the agent on daily basis .
• Group meeting with the agents to get feedback about the work environment.
• Deliver HR actions to the agents.
• Review all data related to the agents Payroll at the end of each month ( NS, Sick leaves, agent Bonus, OT, unpaid leaves ) and send it to the concerned parties .
• arrange for new comers interview and filtering the candidates
• Follow the training plan and new comer's attendance.
• Follow with operation support the required process in order to prepare the system users and Agent's
• Follow the QA daily Tasks (Invalid TKTs, Disconnected calls, Long calls, Invalid Holds)
• Follow Females agents and Team leaders KPIs .
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Fly Dubai CC team leader handling the following Tasks :
on-floor supervisor for a group of agents, providing them with the necessary support and making sure that the work flow is going as planned, monitor and follow the team result in weekly and monthly basis.
The Customer Service Representative or the Customer Service Senior Representative (Contact Center Agent) is responsible for direct communication with the End Customer to ensure that the Customers’ needs are met with accordance to the company quality standards and guidelines, and organize the Agent behavior and breaks time and control the services provided to achive high quality level
Work at South Shounah chambers of commerce, by doing writing works like (Export, import…), input information about the origin certificate and members of South Shounah chambers of commerce and advise the Members if they have any inquiries or Problems.
Work at South Shounah chambers of commerce, by doing writing works like (Export, import…), input information about the origin certificate and members of South Shounah chambers of commerce and advise the Members if they have any inquiries or Problems.