Operations senior manager
Takamol holding
مجموع سنوات الخبرة :22 years, 2 أشهر
establish of customer service and operations department
customers experience
process, reporting and performance
alternative channels creation (IVR, Chatbot, sms experience)
ticketing system process and development
KPIs creation for cs and operations
✓ Planning and implementation of unified and integrated system starting from operation activities until payroll.
Main Duties:
• Create reporting modules and templates for all stakeholders
• Collect all data in one source to simplify extracting data
• Monitor operation & Support team performance by using certain
systems and techniques, highlight the affected metrics and support
them to overcome.
• Conduct weekly performance review meeting with all stakeholders to
support and align
• Planning and implementation for all technical requirements from
business side
• Planning of Social Committee activities for employees in order to
improve employees moral and loyalty along with enhance customers experience
Achievements :
Enhance IVR utilization up to 8%, achieved best IVR experience in 2017 & 2018 according to Nielsen research company in KSA.
Achieved 85% IVR utilization which cause of Saving up to 47 Millions SAR per year.
Revenue boost from (CS agents, IVR, CC, USSD ) reach 250 M SAR / per year
Applied SMS Guide solution which is generating 25 M SAR per year
Decrease customer's switch between CC & Sales shops 23%
Decrease number of calls to CC agent 12% by guiding them to use alternative channels
Unify Sales & customer care operation process
Applied new welcome SMS solution for new customers
Offshore & Inshore Call center establishment
Appraisal : Exceed expectation performance in 2016 (4/5) and outstanding performance in 2017 (5/5)
Main Duties :
1) Customer care operation and workforce management and scheduling
2) system planning and implantation :
Plan and implement projects according to daily operation analysis & cross functional departments engagement.
Help define project scope, goals and deliverables
Define tasks and assign it to resources
Collect and manage team
Manage budget
Create schedule and project timeline
Track deliverables
Support and direct team
Lead quality assurance
Monitor and report on project progress
Present to stakeholders reports on progress as well as problems and solutions
Implement and manage change when necessary to meet project outputs
Plan & Implement over 20 key projects using PMP methodology
ensure deliver same customers experience in all of company touch points, planning and Implementation of revenue generating from customer service side, SMS and USSD planning for the whole company, IVR planning and design .
Job title: CS Support System plan and Service Assurance Supervisor & Zain SA Main Duties: CS vendor Management (calls flow setup, integration & escalations process) Develop and deliver the Customer Care and Customer Experience strategies in alignment with the company’s strategic goals. Your strategies must be innovative, forward-thinking, customer obsessed, commercially viable and people focused. Responsible for IPCC setup & projects from business point view Control and manage CS users features allowed in CS applications Responsible for development, plans and implementing CRM systems for customer service divisions (Tabs, Speech log, Cisco (Web View), Insight view, Remedy, Globitel WFM, VoMS) Review and development of bill layout and invoice details to ensure being simple and clear for customers and matching our business needs Establish and perform periodic customer satisfaction measurement to ensure user satisfaction CS Escalation point of contact to Zain management for any Risk situations Direct and undertake the analysis of performance results, root cause and variance analysis in order to provide meaningful reporting Responsible of VBS (value base segments) and VBR (Value base routing) stability and development. Works with IT Infrastructure management, technical support specialists, and other team members to ensure optimum IT Infrastructure environment performance, security, and availability at all times business service assurance ( monitor trend of complaints, CS KPIs, root cause analysis, set processes & procedures with all stakeholder commercial and technical to enhance customers satisfaction) WFM, scheduling and forecasting for CS calls traffics VS agents Ensure that we successfully execute our ‘Brilliant Basics’, ‘WOW Moments’ and ‘Prestigious Service’ to provide a truly differentiated service offering Job title: Contact Centre Supervisor - Riyadh CC Main Duties: Monitor and follow up agents performance by using WFM and Cisco systems Set CC KPIs (SLA, Quality, AHT, FCR .. etc) Doing a prober MPR and Coaching for each agent in my team and reward the best agents. Collect feedback from agents regarding customer’s problems and satisfaction then trying to improve our service depending on it. Find out the weakness points in call center agents, systems and overall then analysis these points to improve it. Monitor TLs quality tasks, targets & coaching sessions with low performance agents HR arrangement related to CC agents manpower issues Alignment with other CS &technical divisions Root cause analysis Study repeated calls reasons & work to create alternative channels for calls reasons Focus on cost Optimization Set quality & training standards for CC agents
Run call center operation, team motivation, cross functional leadership, Monitor and follow up agents performance by using WFM and Cisco systems
Set CC KPIs (SLA, Quality, AHT, FCR .. etc)
Doing a prober MPR and Coaching for each agent in my team and reward the best agents.
Collect feedback from agents regarding customer’s problems and satisfaction then trying to improve our service depending on it.
Find out the weakness points in call center agents, systems and overall then analysis these points to improve it.
Monitor TLs quality tasks, targets & coaching sessions with low performance agents
HR arrangement related to CC agents manpower issues
Alignment with other CS &technical divisions
Root cause analysis
Study repeated calls reasons & work to create alternative channels for calls reasons
Focus on cost Optimization
Set quality & training standards for CC agents
Focus on customers satisfactions and best customers experience
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Zain Jordan
Job title: contact center team leader
Main Duties:
• Responsible for develop and monitor IVR and ASR (automated speech recognition) from A to Z ( business flow, set voice segments, recording, implementation and daily health check)
• Looking after 20 team member of call center agents
• Monitor and follow up agents performance by using WFM and Cisco systems
- Doing a prober MPR and Coaching for each agent in my team and reward the best agents.
• Collect feedback from agents regarding customer’s problems and satisfaction then trying to improve our service depending on it.
• Find out the weakness points in call center agents, systems and overall then analysis these points to improve it.1
• Evaluate four calls to each member in my team.
Finance and banking management
