أسامة السلوم

• Restructuring the Call Center from scratch.
• Determine the division needs and requirement.
• Study all vendors’ proposals and sign the proper.
• Manage the operation (Inbound-Outbound-Telesales-Back office-Quality-work force).
• Built management reports.
• Maintain the Contact Center KPIs.
• Built the incentive program based on the performance.

Connect the management board with customer issues including all customer service and sales channel.

Managing ECCO Project

• Responsible for the development and motivation of assigned employees and ensuring they have the necessary tools and information.
• Implement and insure the implementations of the processes, methods and procedures to carry the Call Center duties and insure proper documentation and operations logging.
• Monitor and document employee performance results.
• Conduct coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
• Identify team and individual training needs and develop plans for immediate and long-term performance improvements.
• Provide management support to Back Office Team Leaders/Back Office.
• Promote supportive environment in which employees are encouraged to solve problems and address customer issues.
• Monitor and control expenses in support of department’s financial goals.
• Participate in special project activities and support teams by providing ad-hoc information and reports.
• Produce periodic reports and provide recommendations for enhancements.
• Coordinate the distribution of employee bonuses and incentives in accordance with organization guidelines.
• Lead the Call Center teams and manage their shift duties and insure their proper performance and development.
• Read and interpret a variety of instructions
• Write professional documents involving all types of correspondence, e.g. memorandums, letters, e-mails, etc.
• Identifies personnel issues and report them to the appropriate Staff members.
• Defuses employee conflicts without impeding upon personal rights.
• Assists in planning procedures, work methods and revises or recommends revisions to improve efficiency of operations and services.
• Schedules and approves vacation of employees
• Conducts formal training sessions to improve employee knowledge and skills.
• Identifies and define job skills required for team members prior to interviewing
• Interview prospective employees and extend job offers.

With 8 million customers and (100 thousand call daily basis), I perform as a Team Leader for 15 Employee on a one team (2000+ call daily basis) considering the below tasks:
• Ensure effective and efficient day-to day performance of Call Centre representatives.
• Ensure defined service levels and performance objectives are achieved.
• Sending the daily performance to the team with comments.
• Provide a high level of quality monitoring to insure a dedicated continuous progress of the team (10 quality observation).
• Handling the out of adherence.
• Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, alternatives and solutions.
• Monitoring the team and take actions (deduct or add points .coaching ….etc).
• Update the Management within the first hour by absent, SL, annual no show…etc.
• Handling customer's complaints/escalated cases in timely manner that ensures the maximum customer satisfaction.
• Perform standardized activities and tasks efficiently and effectively.
• Management by walking around & Create the Daily coaching & Monthly meetings.

• Cover Shift Leader position on rotation schedule:

As a Shift Leader I continue my previous tasks on my team. Plus, I supervise the entire Call Center during the shift (300+ employee, 15 Teams, 40 thousand call each shift) supporting the field Team Leaders and maintain all systems are working fine and smoothly control the breaks and the Que (waiting calls) load to make sure that we achieve our Service Level.

I'm working under Saudi Aramco in the IT Customer Care Center as a one of E-Supporting Group, We usually handle the customer's problem on the IT and try to solve it remotely or we re-assign it to another team in some case, normally we use the Active Directory and Remedy and aspect also we use remote application's for serve our help for the customer...

I work with my own tools on the internet services, i increase my knowledge in the internet services, if you need i can send you a some logo's that i made for some sites...

In my three Years of study there. I have do many project one of them was about northern region in Alkhobar city (develop and survey project) … I'm not finish my degree there.