Call center manager
Bupa Arabia
مجموع سنوات الخبرة :4 years, 11 أشهر
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
• Meets quality assurance financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories.
• Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
• Maintains and improves product quality by completing product, company, system, compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management to develop new product and engineering designs, and manufacturing and training methods.
• Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Evaluates designs, executes, measures, monitors and controls business processes. Work to ensure that business process outcomes are in harmony with an organization’s strategic goals.
• Work collaboratively across all departments of the organization to help improve the management of a business process.
• Tend to focus on the entire process from beginning to end, introducing innovation into the process that can impact result
• Enhance profitability and assist the organization to meet its business objectives and goals
• Perform risk assessment and develop the annual internal audit plan.
• Determine the strategy, scope and priority of internal audit activities.
• Supervise the execution of financial, operational, information systems, and compliance related reviews.
• Design audit plans and supervise tests of internal controls to ensure effectiveness and support of business objectives including compliance with company policies, laws and regulations.
• Direct the risk assessment, testing and evaluation of internal controls over financial reporting as required
• Communicate findings, analysis and recommendations for improvement to the audit committee and to management
partner with the external auditors to provide audit support and maximize audit efficiency.
• Work closely with all levels of management, recommending changes to strengthen controls, increase efficiencies and reduce risks.
• Develop audit committee agendas and present results of internal audit activities to the committee.
• Coordinate the various aspects of the process, including design, planning and development;
• Provide guidance, support and act as direct resource to the team undertaking the mine development feasibility studies.
• Undertake scoping study level trade-off evaluations of process
• Supervises\ manages the daily activities and performance of the Account Advisors.
• Generates and sends agreed reports to clients regularly as per client requirements.
• Handles Account Advisors needed for an-job training and coaching.
• Monitors transactions to ensure that quality standards are met.
• Ensue that the advisor’s KPI’s are met (daily, weekly, monthly)
• Manages difficult calls by acting as first line of escalation.
• Coordinates s needed with all supporting function to eliminate any problems affecting the operations.
• Adheres to all schedules (advisors\ operations\ monitoring).
• Shadows process review by signing off the “shadowing of newly recruited Advisors.
• Asses the Advisors performance on monthly basis and calculates variations on set standards.
• Holds (and documents) one to one meetings with the Advisors to communicate feedback on monthly performance assessment results.
• Performs daily pre-shift or post -shift meetings with advisors achievements, targets and new updates.
• Carries out annual performance assessment of team members (Account Advisors and senior Account Advisors).
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution.
• Coordinates daily with the work force to ensure that the over-and under- rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy.
• 16-Logs and acts on client’s requests.
• Communicates to work force any changes to schedules or work force levels on needed schedule changes.
• Maintains staffing schedule during hours of operations whilst accounting for absenteeism.
• Adheres to the team leaders schedule communicated by the work force unit.
• Adheres to the monitoring schedule sent by work force unit on a weekly basis.
• Ensure achievement from KPIs standards.
• Ensure that end-user privacy policies are properly implemented.
• Ensure that team members adhere to Raya Contact Center policies.
• Built up data and ensures that all data on project’s K-base updated.
• Monitors either remotely or recorded basis and evaluates agent's performance (scripts. Data, process, consistency, product knowledge) on the level for voice and non-voice transactions using work force application and the speech log.
• Failures and potential failures to set action plans / preventive actions on weekly and monthly basis and communicates results to the account manager.
• Adheres to monitoring sample size for all projects either reword existing.
• Assures that all data entered on system are accurate and following the defined entry standers.
• Assures that all required data is captured and logged in the cases.
• Assures that the agents following the process in handling the cases.
• Analyzes the figures resulted from the checked cases for improvement to be sent to the account manager.
• The findings that resulted from the checked cases should be sent to communicate to the agents to take the proper action.
• Checking the call backs process on daily basis.
• Verifying that the call back activities "Not started" and all open cases should be equal.
• Assure that the quality benchmarks are met on individual and projects levels.
• Logins based on defined login hours and under rules.
• Maintaining the relation between customers, dealers and General Motors Middle East.
• Daily follow up on the customers complains.
• Consultative representative regarding technical problems.
• Handling calls regarding vehicles specifications and availability, dealer’s location, or asking for a test drive and brochure requests.
• Making customer satisfaction surveys, data collection surveys.
• Handling data collection campaigns.
Family of Standards, a collection of the most prestigious and rigorous performance management systems in the customer contact industry. Each standard within this family is considered a complete performance management system. COPC Inc. offers your company the ability to achieve full certification to a specific standard or process certification to a particular part of a standard.