محمد الصالح, Center Manager Of Operational Planning

محمد الصالح

Center Manager Of Operational Planning

Saudi Telecom Company - STC

البلد
المملكة العربية السعودية - الرياض
التعليم
ماجستير, Social worker
الخبرات
22 years, 2 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :22 years, 2 أشهر

Center Manager Of Operational Planning في Saudi Telecom Company - STC
  • المملكة العربية السعودية - الرياض
  • أشغل هذه الوظيفة منذ نوفمبر 2018

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.

Customer Service Center Manager في STC
  • المملكة العربية السعودية - الرياض
  • يناير 2014 إلى أكتوبر 2018

•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.

QA Analyst في stc
  • المملكة العربية السعودية - الرياض
  • أبريل 2012 إلى يناير 2014

• Quality reports.
• Analysis of the results of the call centers.

Expert Technician - Call Centers في stc
  • المملكة العربية السعودية - الرياض
  • يناير 2009 إلى أبريل 2012

• 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.

Excellence Services ALTAMYAZ في stc
  • المملكة العربية السعودية - الرياض
  • أكتوبر 2006 إلى أبريل 2009

• 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.

Customer Service Team Leader في stc
  • المملكة العربية السعودية - الرياض
  • أبريل 2005 إلى سبتمبر 2006

• 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 في stc
  • المملكة العربية السعودية - الرياض
  • مارس 2002 إلى أبريل 2005

Customer Service Operator

الخلفية التعليمية

ماجستير, Social worker
  • في King Saud University
  • أغسطس 2018

Social worker help individuals and families cope with problems in their everyday lives and navigate psychological services designed to assist them with those problems

بكالوريوس, Sociology
  • في King Faisal University
  • يونيو 2015

Bachelor Sociology and Social Work - the path of Social Studies 4.45 rate of 5 and the second honor.

دبلوم, Typing two languages
  • في Institute Of Public Administration
  • مارس 2000

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

Specialties & Skills

Social Affairs
Corrections
Medical Social Work
Welfare
Corporate Social Responsibility
Adjustment
Find on problems and solutions to them
Organization
Integrity and sincerity
Work under pressure
Communication skills
Flexibility
Analysis
computer
Manage multiple
Planning
Innovation

اللغات

العربية
متمرّس
الانجليزية
متوسط

العضويات

الجمعية السعودية للاخصائين الاجتماعين
  • عضو
  • January 2015
الشبكة السعودية للمسؤولية الاجتماعية
  • باحث في المسؤولية الاجتماعية
  • July 2019

التدريب و الشهادات

The 5 choices to extraordinary productivity (تدريب)
معهد التدريب:
FranklinCovey
تاريخ الدورة:
November 2019
المدة:
30 ساعة
Social responsibility practitioner (تدريب)
معهد التدريب:
الشبكة السعودية للمسؤولية الاجتماعية https://csrsa.net/
تاريخ الدورة:
November 2019
المدة:
30 ساعة
Cyber security (تدريب)
معهد التدريب:
STC
تاريخ الدورة:
September 2018
Problem Solving in the Workplace (الشهادة)
تاريخ الدورة:
August 2018
Marketing through Social Media Channels (الشهادة)
تاريخ الدورة:
August 2018
Workshop registration confirmation in the Website (تدريب)
معهد التدريب:
STC
تاريخ الدورة:
April 2004
المدة:
24 ساعة
Customer care and sales (تدريب)
معهد التدريب:
STC
تاريخ الدورة:
January 2005
Secretarial Sills Development Program (تدريب)
معهد التدريب:
Management & Marketing Company
تاريخ الدورة:
February 2001
Indirect sales outlets (تدريب)
معهد التدريب:
STC
تاريخ الدورة:
January 2005
Secretarial program training (تدريب)
معهد التدريب:
Samba Financial Group
تاريخ الدورة:
March 2001
SEIBEL 7 (Seibel Communications 7.8 in ) (تدريب)
معهد التدريب:
STC
تاريخ الدورة:
January 2008
المدة:
24 ساعة
Agents rehabilitation program (تدريب)
معهد التدريب:
STC
تاريخ الدورة:
January 2005

الهوايات

  • Design
  • Volunteer work
  • Swimming
  • Arabic Calligraphy
  • Photography
  • Read books on philosophy and human history
  • Football
  • Travel and Tourism