Global Head of Contact Center
Carriage (Delivery Hero)
Total years of experience :20 years, 9 Months
Experienced in successfully setting up & managing Omni Channel Call Center's across diversified industries such as Retail, Real Estate, Manpower & Banking.
• Successfully setup Omni Channel Contact Centres for Diyar Al Muharraq & Esteqdam.
• Achieved 100% success in transition of Contact Centre operations for Mc Donald’s
• Created standard operating procedures based on Six Sigma and COPC methodologies
• Increased NPS by 18% by streamlining operations through Voice of Customer
• Increased sales by 86% by expanding business and continuously adapting to customer behavior
• Reduced customer complaints by 60%
• Responsible for managing operations for 24-hour Call Centres and successfully meet and exceed agreed KPIs
• Managed & planned staffing requirement based on the call patterns. Determine staffing needs based on forecasted attrition and internal movement.
• Saved hiring cost by minimizing team attritions
• Responsible for client invoices. Prepare and share Daily, Weekly & Monthly performance reports with Senior Management and Client.
• Responsible for preparing annual budget for the team and ensuring profit margin targets are met
• Created a monthly performance rating system for the team
• Managing system and process improvement and quality assurance programs
• Constantly looking out for Process Improvements which result in Customer delight & Operational efficiencies
• Conducting timely team reviews & appraisals as per the company regulations & guidelines
• Coached & groomed reporting staff to successfully take on new roles and responsibilities
• Review and propose questionnaires for understanding scope of new business
Client engagement & mining leading to additional revenue
Review and revise KPIs for process and individuals as and when required
Identify process gaps and suggest process improvements for an enhanced end customer experience
Conducting team reviews and appraisals as per the company regulations and guidelines
Identifying the need to hire and ensuring smooth transition of new hires into production and achieve process SLA
Coordinate with quality team to ensure errors and feedback are addressed on a timely manner
Oversee process and technology transitions
Preparation of weekly, monthly and quarterly MI and audit reports
Adherence to audit and compliance requirements, as communicated by relevant departments / line management
Facilitating disciplinary proceedings against any employee who breaches the code of conduct
Manage all personal files of reporting staff (compliance training, leave records, performance data) as per company guidelines
Ensuring teams meet or exceed Service Level Agreement (SLA) requirements prescribed for the process
To plan for any contingencies that might affect Delivery of SLA’s and to ensure seamless delivery of business
Cascading and explanation of relevant procedural updates to the team and the entire process
Maintaining or improving team’s motivation levels through various means involving personal and group methods
Present the monthly performance of the process to the Clients as well as to the top management
Conduct production and DMT (Delivery Management Team) calls with onshore counterparts
Scope of increasing business
Setting action plans, groom, coach and provide feedback to team members
Maintaining shrinkage and attrition at agreed levels
Authorize and sanction high value mortgage applications
Handling inbound customer calls
Ensuring resolution at first point of contact is provided
Engage in Customer Satisfaction surveys
Resolve customer dissatisfaction and escalations
Maintaining Schedule Adherence
Processing Agent Performance Report
Assist customers in the process of product selection
Responsible for reporting daily sales stats
Ensure store branding is well maintained
Responsible for booking customer appointments
Assign daily jobs to the logistics team
Coordinate with the Customs brokers to ensure timely delivery of goods
Preparing and tracking customer invoices
Bachelor of Commerce
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