Contact Center Manager / Technical Services Manager / Service Projects Design
United Electronics Company - EXTRA
Total years of experience :21 years, 4 Months
• Contact center management, administration and developing objectives for the call center’s day-to-day activities.
• Team management, Hire, coaching, motivating, monitoring, Training, retaining staff and coordinating bonus, reward and incentive schemes.
• Improving Contact Center campaigns performance (inbound/outbound) to achieve best SLA by applying services standards.
• Set KPI Metrics and prepare performance appraisals for team members.
• Use all available resources to maximize the productivity of team and technology.
• Collecting Statistics and prepare reports with analysis for upper management.
• Monitoring random calls to improve quality, improving FCR (first contact resolution), investigate and handling complex customers complaints,
• Handling the complex customer complaints and inquiries. Follow up CSI, pending service repair requests and update customer info accordingly.
• Creating an omni-channel customer service experience
• Identifying potential calibers, developing their skills, establishing a second line team with the required supervisory skills.
• Maintaining customer loyalty and improve customer satisfaction.
SERVICE PROJECTS MANAGEMENT:
• Design and implement new services projects.
• Design and create service promotions.
• Data Management tasks (Item creation on RMS, prepare eligibility matrix for value added services, create new services packages and define items attributes on Siebel & RMS).
• Supplier relationship management (Commercial proposals comparison, Contract, items creation, Purchase Orders, inventory, Monthly payment reconciliation for sales and warranty)
IT TASKS:
• Develop useful tools for in stores front end technicians. and knowledge base.
• Test new software and provide guideline for in store front end technicians and customers.
• Test and implement new technologies
• Troubleshooting system errors and provide professional technical support service for all eXtra stores team and customer (internal/external)
• Managing Contact center operation and daily activities for 24/7 team providing technical support services for eXtra customer's.
• Lead technical support team and improve their performance.
• Maintaining customer loyalty with hyper-personalization
• Improving first contact resolution in the contact center
• Technical Training for Front end technicians and contact center representatives’ engineers.
• Enhance Systems (CRM) and SOP for business development.
• Develop useful tools and scripts to speed up and improve service repair cycle.
• Prepare annual appraisals for team members.
• Set Service KPIs and Action plan to meet the company Objectives (OGSM).
24/7 Technical support services anytime anywhere.
Providing Technical support services for eXtra customer’s (Internal & external) by providing professional technical support services by phone and by using remote assistance software’s then connect remotely to their smart devices (computer, mobile, Tablet) and help them to solve and troubleshooting problems that related to operating system and applications, Network connectivity issues, install software and activation, install utilities & tools, restore deleted files, Windows recovery, IOS & Android hard and soft reset, Back and restore, Data transfer, add scanner and printers, Camera, wireless extender, access points, routers and modem setup, etc...
• Manage Domain and active directory
• Manage Users and Computers.
• Troubleshooting network connectivity issues and fix errors, expand LAN & wireless network.
• Troubleshooting Windows and application problems
• Install Printers & Scanners.
• System and application configuration.
• System Recovery.
• Server and Windows Security.
• Fix Systems Error.
• Suppliers relationship.
• Reports and analysis
• Remote Technical support.
• Software and hardware purchase orders.
**Reporting to CEO Dr. Hossam Badrawy
Create Online store . Develop website for electronics.
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