Center Manager Of Operational Planning
Saudi Telecom Company - STC
Total years of experience :22 years, 2 Months
I have this Position recently, and of tasks:
• Monitoring the achievement and comparing it with the available budget.
• Develop measurable and executable plans.
• Create clear goals.
• Review all KPI.
• Monitor results.
• Preparing daily and periodic reports.
• Performing performance indicators analysis.
•anaging the daily running of the Customer Service Center, including sourcing equipment, effective resource planning and applying Customer Service Center strategies and operations.
• doing needs assessments, performance reviews and cost/benefit analyses.
• setting/meeting performance targets for speed, efficiency, sales and quality.
• ensuring all relevant communications and data are updated and recorded.
• advising clients on products and services available.
• liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
• monitoring random calls to improve quality, minimize errors and track operative performance.
• coordinating staff recruitment, writing job adverts and liaising with HR staff.
• reviewing the performance of staff, identifying training needs and planning training sessions.
• recording statistics, user rates and the performance levels of the center.
• preparing reports on these statistics, rates and performance levels.
• handling the most complex customer complaints or enquiries.
• organizing shift patterns and the number of staff required to meet demand.
• coaching, motivating and retaining staff.
• coordinating bonus, reward and incentive schemes.
• forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
• Quality reports.
• Analysis of the results of the call centers.
• Be available to affect the entirety of the team's operations.
• Monitor queue and track inbound calls.
• Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
• Maintain Agents performance
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Present to the Project Manager at the conclusion of each week a breakdown of The past week's monitoring checklists and a written performance summary of the team.
• Present to the Project Manager at end of each week a breakdown of the next Week monitoring assignments and a plan for the team. Schedule existing staff to meet service level objectives.
• Administer training programs for new hires and existing staff.
• Develop contests, awards and themes that increase agents' loyalty and focus.
• Maintain Client's needs.
• Maintain client's satisfaction.
• Review the daily Clients reports.
• Developing Clients projects
• The Link between the Client and the Call Center.
• Project Clients adviser.
• Troubleshooting the network over the phone
• Working under oracle application CRM (customer relationship management).
• Resolve customer's complaints and problems.
• Observing the agents, solve all kind of problems facing the agents or the work.
• Prepare training programs for all employees.
Customer Service Operator
Social worker help individuals and families cope with problems in their everyday lives and navigate psychological services designed to assist them with those problems
Bachelor Sociology and Social Work - the path of Social Studies 4.45 rate of 5 and the second honor.
Study of computers and how to deal with all applications Writing skills in English and Arabic on the keyboard using the Microsoft Word Other subjects the following: Management principles English