Customer Service Operations Lead
Public Work Authority ASHGHAL
Total years of experience :13 years, 8 Months
Manage, guide, train and motivate team members to deliver Customer Service team objectives. Responsible for ensuring customer services procedures and policies are adhered to in achieving the Customer Services department’s goals and
objectives.
Managing and setting up the outbound call center for the national cancer screening services, responsible for hiring, training and quality assurance.
- Prepared training manuals and training program.
- Prepared score cards and quality assurance plan.
- Developed and delivered call center strategy including policies, SLAs, KPIs, reports structure.
- Developed and delivered call center business plan and built the call center process flow.
- Built a manual process to collect data and generate reports using till full automation took place.
- Planned the number of employees, location and look and feel of the facility, type of technology and tools used in the call center.
- Worked closely with IT and CISCO teams to enhance and upgrade the used technologies to fit the call center requirements.
- Lead the design, development and roll out of CIS.
Customer service Experience is a new service that Ashghal is providing due to that my work is involved in much more than only a contact center supervisor
• strong leadership qualities to inspire and motivate the team to exceed the customer’s expectations.
• Communicate to the whole team the desired the best outcomes to fulfill customers, key dependencies and success criteria.
• Responsible for ensuring that the scope of our work, planned delivery sequence, and control processes are fully understood and communicated appropriately to our client and other stakeholders.
• Coordinating and collaborating with corporate functions including IT, HR, Finance, President Office etc. in terms of the needs of the team
• Liaising effectively with senior executives and external contacts on behalf of the Contact Center Project Manager.
• Coordinating and organizing meetings/seminars within the company, and with external providers and assisting with the preparation of presentations, agendas and minutes
• Maintaining confidential records and filing of reports, correspondence and related material for ease of retrieval
• Proposing improvements to internal processes and procedures for the efficient and effective administration of all office procedures Schedules, work flows, training materials KPR, Service Level Agreements SLA …etc.
• Coordinating works between the CC and the project team or any other department within ASHGHAL as directed by the CC Project Manager
• Attending meetings with the contact center Project Manager and undertaking minutes of the project meetings and any associated follow up actions
• Endorse and adhere to programme policies and procedures
• utilizing company resources efficiently to accomplish assigned work
* As a C.C Agent and Telesales I have a full knowledge of the Bank policy
* Ensure that the costumer get complete help in bank policies
* Make full Customer service to the Bank products
* Full knowledge of Bank systems
Supervise the Shop
Manage customers
send daily and monthly reports
ensure Monthly target is met
Full Customer Service
created a website to assist companies with their data analysis