Head of Operations Department
Enjazat services
Total des années d'expérience :20 years, 2 Mois
Supervises the Operation Department activities.
Ensures communication with the customers.
Ensures coordination between the PROs (Public Relations Officers) and the Operation Department.
Coaching of PROs on the services and transactions process of the Department.
Review of transactions before providing them to the PROs for execution.
Resolving issues relating to the Operations Department.
Assigning tasks and transactions to the PROs by ensuring they understand the process of communication with government departments.
Daily checking and updating of the workflows and transactions in the system.
Ensuring customers’ problems and issues are resolved adequately.
Helping the PROs for solving issues with Government Departments.
Organizing meetings with the Customers for feedback on ENJAZAT services.
Continuously striving to improve the Operations Department.
Providing help and support to the Senior Manager in solving stacked issues.
Ensuring the monitoring of drivers by assigning to them their daily tasks.
- Managing day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to deliver superior customer experience by knowledgeable and customer-focused agents and managing communication with managers.
- Delivering team sales, service level components, quality and productivity targets & indicators.
- Monitoring calls, coaching agents and providing feedback, responsible for delivery of the defined customer experience in every call.
- Managing training and development of staff skill levels.
- Making recommendations for product and process development to the management based on customer feedback and analysis of the same.
- Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line.
- Compiling reports on team’s performance and customer feedback. Working closely with team members to solve customer problems.
- Offering solutions and suggestions for process and product improvement to management. Making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes.
- Handled incoming customer calls and assisted on queries regarding status, assisting them on related Empost services. Ensuring that the client gets quick, efficient and accurate response to his/her queries.
- Handling clients problems and make sure that they are satisfied.
- Supervising work operations assuring high quality and mistake free service. Handling irate clients and kept calm under pressure. Escalated complaints through effective “Complaint Management Process” to the related department and followed up with cases to ensure resolution.
Business Administration