Operations Supervisor
Teleperformance
Total years of experience :11 years, 9 Months
Lead, monitor and coach a technical team of 15 advisers to achieve the optimum SLAs.
Generate performance analysis reports to the upper management team.
Deploy operational management methodologies to achieve and constantly improve client’s KPI’s and targets.
Coordinate with the training department to hold trainings for advisors to improve on their technical weaknesses.
Conduct monthly root cause analysis for the whole project to identify reasons behind not achieving certain KPIs.
Create weekly and monthly action plans to ensure the achievement of KPIs that are constantly not achieved.
Serve and handle complex technical issues associated with the leading mobile devices customers in UK and the Middle East region including KSA, regarding all devices and provide the best available service options for hardware issues.
Mentor and train freshly hired technical advisors regarding various products, soft skills, quality attributes and operating systems designed to deliver outstanding customer service experience.
Up sell different kinds of warranty agreements for a variety of products.
Handle all kinds of escalations across various departments.
Serves DU customers across United Arab Emirates and presented DU offers, services and promotions
Handled the task of a floor walker on a weekly basis to help newly hired agents achieve an outstanding experience for DU customers.
Trained and mentored agents regarding DU products and services, soft skills, time management, operating systems used to deliver DU services.
Acted as RTM (real time management role) as an additional task on weekly basis.
Delivered detailed reports to the first line of management regarding our team performance.
Conducted a minimum of 15 personal sales presentations a month to potential prospects to market and promote company's products and services.
Assistant new distributors with learning best practices on introducing company’s products and services to their own prospects by holding weekly seminars.
Attended company's global events along with my network of distributors and organized local promotional events.
Trained and guided new distributors in the network on a weekly basis while creating and developing new sales closing techniques for distributors to achieve set targets and deadlines.
Tracked the progress of new and existing distributors to assure growth of the whole network.
Set weekly, monthly and yearly goals for the team along with plans and strategies to achieve these goals.
Aided six professors in basic accounting, petroleum accounting, taxation, macro & micro economics with choosing and delivering materials while supporting students with their projects.
Supported creation and grading of mid-term exams including a partial role in grading final and semi- final exams and supervised the examination process.