Director of Service Group - Revenue
OSN
مجموع سنوات الخبرة :23 years, 11 أشهر
•Setting plans and designing strategies related to outbound campaigns.
•Defining and ongoing implementation of a long-term strategy for the inbound and outbound revenue operations/activities in the contact center in line with the overall company strategy.
•Developing strategic outbound campaigns to achieve the monthly/quarterly/yearly revenue targets and to utilize every opportunity on incoming calls to promote sales through service activities.
•Managing all revenue teams including upgrades, downgrades, profiling, media gates and retrievals across the region, promoting and upselling our content and technology and to ensuring achievement of monthly, quarterly and annual revenue targets incorporating new initiatives, efficiencies and technologies as appropriate.
•Managing the dialer configuration and developments - closely working with IT to set effective outbound strategies and continuously working to upgrade the dialer systems, overseeing automated services and dialer systems and reporting any issues to IT/IS/Programming for fix.
•Ongoing review and development of systems and processes to ensure simplicity for customers and internal teams.
•Responsible for the recruitment, development, training and performance management of all managers and teams of revenue in the region to ensure consistency of performance and utilizing all revenue generation opportunities.
•Ensuring campaigns are set for outbound revenue activities with resources distribution plans to manage call volumes and targets.
•Liaising with the strategy team to develop tailored campaigns to maximize revenue generation.
•Developing reports on call activities, upgrades, revenue, conversion rate and performance.
•Managing ad-hoc outbound projects including box swaps, AMS and all other outbound campaigns.
•Ensuring regular assessment of all teams on product, business rules and upselling skills.
•Ensuring world-class customer satisfaction scores, upsell/upgrade experience and first call resolution through great call quality and outbound strategy.
•Creating sales through service experience in the contact center and generating revenue through the upgrades and sales of value added services.
•Developing people and enhancing their skills and setting strategies for people to grow through career progression plans.
•Making sure that excellent standards are followed in all tasks done in the department, inspiring others to do the same, and making sure that we operate within legislative/regulatory and company policies and procedures.
•Ensuring that the contact center provides world class service standards and that it is in line with the booming service industry.
•Running a fully utilized customer service revenue generating unit while maintaining achievement of churn figures.
•Continuously looking at trending technologies in the service industry and keeping up with the growing market.
•Continuously assessing and improving customers’ touch points.
•Supporting the technical progress of our platform and maintaining an ongoing introduction of new technologies.
•Proactively and actively participating in the growth of our base and reduction in churn and increasing revenue generation opportunities.
•Maintaining the right staffing levels according to budgeted headcount at all times.
•Working towards achieving service level targets while maintaining high employee satisfaction levels.
•Being responsible for the recruitment, development, training and performance management of all managers and teams to ensure consistency of performance across all sites, instilling a culture to provide quality care and First Call Resolution.
•Maintain an effective active pipeline of successful candidates for all levels.
•Managing the E Service team and provide excellent customer service online and through social media channels within our service level agreements.
•Coordinating with customer marketing and legal on an ongoing basis to come up with suitable official responses for cases and concerns that arise through feedback email and social media websites.
•Ensuring regular assessment of all teams on product knowledge, business rules, technical & sales skills and churn reduction.
•Analyzing call reasons and working on calls reduction by directing avoidable call reasons to other methods of handling.
•Setting multimedia strategies in line with the overall focus of call reduction / call avoidance in the contact centre.
•Implementing and managing approved budgets for contact center costs, refunds and chargebacks.
•Implementing and managing revenue forecast through upgrades, warranty, re-installation and all revenue generating transactions to ensure the call centers are profit centers.
•Reducing the cost per call through automation investments, online experience and headcount productivity utilization.
•Responsible for the onboarding process for new customers through an excellent and comprehensive welcome call process.
•Working closely with the coaches to insure delivery of high level training for new joiners, as well as regular ongoing training and assessment for our existing Customer Service agents, Technical Executives and Senior Technical Executives.
•Taking part in all development, enhancement of all customer touch points including IVR, Dialers, OMI, B2B, feedback and effective automated services, and regularly reviewing them to insure ease of use.
•Making sure customers are receiving timely refunds without delay and ensuring ease of refund process.
•Regularly coordinating with programming team on customers’ requests, concerns, suggestions and complaints.
•Developing people and skills and setting strategies for people to grow through career progression plans.
•Maintaining an environment which is a great place to work for all individuals through your dedication, enthusiasm, sharing of knowledge, honesty and desire to support others.
•Continuously developing own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes.
•Taking part in setting budgets for Customer Service, E Service and Customer Admin teams and making sure they are implemented and met accurately.
•Managing performance reports and KPIs measurement tools.
•Reviewing and developing systems and processes to ensure simplicity for customers and internal teams.
•Overseeing automated services and systems and reporting any issues to IT/IS/Programming for fix.
In charge of all customer service related issues along with the previous responsibilities of managing the staff.
•Implementing KPIs for the new TSC.
•Manage outputs from customer service survey results and act accordingly.
•Cutting costs for the technical field visits.
•Team development, coaching and monitoring.
#Conducting training to our Egypt office team managers through a 2 weeks business trip covering:
1.Call handling techniques.
2.Reports/Reporting tools.
3.Business rules.
4.Team management skills & procedures.
•Training new staff on products, services, process, Telephone skills, customer focus and quality
•Identify target and figures of planned value for Showtime.
•Professionally managed and delivered all services and products catered to Showtime, contributed to the development of customer satisfaction and retention.
•Focused on developing relationships with customers, understand and respond to their needs.
•Provide resource planning for operation departments
•Assist in design, development and implementation of resource/workforce management systems
•Periodical review of shift/work-patterns for contact-centre staff
•Work with line managers on recruitment at various levels
•Provide support and advice to line managers on policies, procedures and performance issues..
•Identify and Organise appropriate training, development and motivational methods to meet the needs of the business
•Monitor customer satisfaction levels through regular feedback reports from Call centre, dealer feedback, and customer satisfaction survey.
•Generate Prepare and Report KPI’s on the performance of the Department.
•Organizing of events and activities for promoting social interaction amongst call centre agents, other departments and Management team to further develop a civic environment and team motivation.
XXX TRAINING COURSES attended @ SHOWTIME:
•Interview Techniques. 2004
•Problem Solving in the call center. 2005
•Time and Performance Management. 2005
•Survival Skills for new managers. 2005
- Took care of billing complains.
- Overcharged Customers - Refund.
- Provided full customer service function externally and internally (Sales, Billing & Technical Inquiries)
- Assisted new employees training & Skills Development.
-IBS -Entry Data -
Attended Emirates Computers Campaign for:
• Customer Service
• Sales
• Technical Assistance
• planning and organizing
XXX TRAINING COURSES attended @ Cupola Tele Services:
• Customer Service. 2002
• Call Handling. 2002
- Hosted educational seminars (Twice a week)
- Planning and organizing
- Negotiations and contracting (Sales)
- Contacted with subscribers in accordance with CSR issues and complaints.
- Prepared Shift Rosters for Customer Service Team.
- Team coaching, discussion, meetings & documentation process.
- Identified training needs.
- Managed a staff of 10..
- Registration for new Students.
- Customer Service.
- Outdoor Advertising & School Contracts.
- Data Entry.
- Assisted with registration of new students.
Bachelor's of Business Administration