Call Center & WFM Manager
Atyab Gulf Catering
مجموع سنوات الخبرة :19 years, 1 أشهر
1. Leading the call center for Dominos Pizza in Kuwait.
2. Managing a staff of 40+ employees in the call center.
3. Handling all 3rd party sales aggregators like Talabat, Deliveroo, Jahez, Get Cari etc. for delivery and Pickup orders.
4. Managing and forecasting the schedules for the call center staff
5. Evaluating staff performances and doing quality checks.
6. Analyze sales trends, competitors and develop strategical plans for the business growth
7. Analyzed calls, sales and manpower trends and created dashboards.
8. Study market trends, coordinate with marketing for new product launches.
9. Coordinating with Operations and Logistics teams to ensure we meet our SLA on Delivery.
10. Preparing reports and dashboards
1. Leading the WFM (Workforce Management) and analyst team.
2. Leading the CDM (Centralized Driver Management) team including forecasting, scheduling and profile management.
3. Providing analysis and reports for delivery/sales/manpower performance etc.
4. Coordinating with marketing and training departments for new product launches and training needs.
5. Worked closely with 3rd party aggregators like Talabat, Deliveroo, etc to set processes, billing and account management.
6. Handling KFG websites and Talabat WLA.
7. Developed and analyzed projected volumes using eWFM forecasting tool for intra-day, daily, weekly, monthly and annual increments.
8. Developed call center KPI’s and tools for measuring the agent performance, Call center performance and growth analysis.
9. Served as a resource to senior management resolving adherence and tracking issues.
10. Interfaced with senior management to interpret needs, assess requirements and identify solutions to non-standard requests to maintain daily service level objectives
11. Generated eWFM and TELEOPTI reports and possesses a good working knowledge to interpret data.
12. Analyzed calls, sales and manpower trends and created dashboards.
13. Handled the P&L for the entire contact center
14. Review and recommend changes to the forecast and agent schedules.
15. Handled leave approvals, planning and records for the entire contact center.
16. Collaborated with Team Managers, Marketing, Operations and Directors on regular basis to share information, present trends and recommend solutions.
17. Effectively handled several projects and helped in the implementation stages.
18. Analyzing markets and business opportunities.
19. Conducted quality audits for incentive payouts and KPIs, developed service standards collaborating with operations and marketing departments to define, measure and access customer satisfaction.
1) Assistant Operations manager for the home delivery contact center for all Kout Food Group fast food Restaurants.
2) Handled all operational matters for a 200+ staff contact center.
3) Lead the analyst team who handles all logistics and reporting for the Contact Center.
4) Handled all operations and restaurant communications, liaising with supervisors, team leaders, restaurant managers and operations managers to resolve customer complaints and operational issues.
5) Lead the Call Center to achieve service quality targets of 95% implementing improvement plans, and providing ongoing coaching and feedback to team leaders.
6) Improved call center performance and utilized performance statistics to enable increased efficiency.
7) Supported sustained service quality analyzing key finds, developing action plans, incorporation with management, and implementing strategies and programs to create lasting customer experience.
8) Leaves management
9) Analyzed on all contact center data and providing in depth analysis to the senior manager.
10) Executed appreciation events and ongoing recognition for staff, planning monthly quarterly and annual events and generating KPI results to identify outstanding employee performance.
1) Contact Center Outsourcing Business consultant
2) Conducted HR/Recruitment services for 3rd party companies who didn’t have HR facilities.
3) Handled service contracts for outsourced partners.
4) Provided Call Center setup consultancy for clients.
5) Handling 3rd party call center outsourcing projects.
• Handled dual responsibility of Call Center Operations as well as
Business Development.
Activities done from Business Point of View:
1) Made the first visit to the customer along with country manager to introduce MBS and its services.
2) Did presentations for MBS services.
3) Gather the requirements from the client and then writing Business Proposals and final Contracts
after discussions with Country manager.
4) Follow up with clients after the proposal has been sent and try to make sale.
5) Supervised and coordinated the startup activities for the upcoming projects.
6) Coordinated and consulted with the project heads of the client company to develop the training materials and SOP .
7) Conducted recruitment of agents and supervised their initial trainings in MBS.
8) Develop sample CRM (Web based Customer Relationship Module) as per client requirements
and co-coordinated with Dubai (Head office) and IT team for implementing the required CRM.
Activities done from Operations Point of view:
1) Supervising the performance and activities of the call center agents and team leaders.
2) Creating the daily call center statistic reports and emailing the clients. Discussing report shortcomings with the team leaders and project managers of client companies for improved performance.
3) Conducting regular Quality Assurance checks for call center agents and ensuring compliance is followed.
4) Supervising the overall performance of individual projects that are currently running.
5) Coordinating with the Clients regarding the performance of the currently running projects.
6) Scheduling and rostering of agents.
7) Planning leaves and vacations for agents
1) Handled the setup of the MBS office in Kuwait before it went operational.
2) Was responsible for hiring staff & conducting interviews.
3) Assisted the IT team for setting up the IT infrastructure for MBS office.
4) Assisted the HR with HR related activities and implementing Policies and Procedures as per the Kuwait laws.
5) Developed Training modules and Conducted intensive Customer Service Training for the entire staff hired for the call center.
6) Training included the following subject matters:
a) Customer Service Skills
b) Sales and Marketing Skills
c) Telephone Etiquettes
d) Effective Communication Skills
e) Call Center Basics
• Handled the Swiss Air BPO. Handled all operational functions of Swiss Air back office.
• Directed and managed a 100+ employee back office for Swiss Air.
• Held direct accountability for all end to end back office operations including revenue accounting, Loyalty Bonus Program Administration, Fare filing and Loading and distribution.
• Was in charge of recruitment and sourcing for the process.
• Developed and implemented ramp-up plans for the new sub processes.
• Developed and implemented business process strategies designed to achieve client initiatives.
• Responsible for planning and staffing to meet service levels and client compliances.
• Directly responsible for all administrative duties within the process.
• Promoted as Team Manager for Delta Airlines Baggage Service Centre. Managing 7 team leaders along with their teams (Each team consisting of 20-25 team members).
• Supervised the technical/functional responsibilities of team leaders and team members who handled calls regarding delayed, damaged, pilfridged and lost and found bags.
• Was in charge of conducting interviews and recruitment of new hirers. Worked closely with the HR and Sourcing teams. Also conducted employee satisfaction surveys and exit interviews. Conducted trainings to enhance employee engagement and development.
• Provided daily Baggage updates to all team leaders and team members.
• Interacted and discussed all baggage related issues with the Baggage Handling coordinators and officers at various airports across the world.
• Conducted management training programmes for improving the overall performance of the team leaders.
• Generated Daily Shift Report, having additional parameters like, Quality Ratings and Average Handle Time of each call.
• Attended conferences and meetings with the visiting clients for promoting business and improvement of existing process.
• Rostering and Scheduling to ensure 100% service levels at all times.
• Worked as a team to provide Quality Customer Service and First Time Fix (FTF) on every call.
• Promoted as Team Leader to Delta Airlines Reservations and ticketing department. Handled a team of 25 members.
• Handled reservations and ticketing process for Delta Airlines, Northwest Airlines, Continental Airlines, all other partner airlines and Skyteam members. Also handled appreciation and escalated calls.
• Setting Sales targets and parameters for the agents and coached them to achieve the same. Invented new methodologies for improving sales.
• Monitored the daily stat reports and provided daily, weekly, and monthly coaching and feedback to the team members.
• Monitored the schedule adherence and attendance and preparing daily revenue reports.
• Monitored calls for Quality adherence and provided coaching and feedback to the team members for improving performance and providing excellent customer service.
• Trained the new hires for process knowledge. Also conducted refresher trainings for existing representatives to keep them at par with the latest updates in the airline industry.
• Attended conference calls with clients and senior management to sort out issues and queries.
• Conducted regular team meetings for team bonding and sorting out team issues.
• Effectively handled and had profound knowledge of reservation systems like CMS. Also worked with AVAYA, call monitoring systems and scheduling software’s.
• Handled inbound calls from passengers around the world for domestic and international reservations and ticketing on Delta airlines as well as other partner airlines.
• Consistently achieved the sales targets and implemented new ways to improve sales.
• Maintain high level of technical product knowledge, Avaya, Reservation systems and other tools.
• Handled the daily report making independently and effectively handled additional responsibilities.
• Handled the team and call escalations in the absence of a team leader.
• Provided technical support for the Pavilion range of Hewlett Packard PC’s.
• Supported the Hardware and the Software shipped with the PC’s.
Obtained 1st Class