Regional Director- Contact Centers– UAE, KSA, Egypt and Jordan
OSN
مجموع سنوات الخبرة :19 years, 10 أشهر
• Currently performing as Senior Director - Contact Centers, which accounts for 55% percent of the organization’s workforce. My objective is to drive Customer excellence and Revenue in collaboration with our C-Level staff to implement the Customer strategy aligned to the organization’s strategy.
• Provide robust leadership to a team of 8 Customer group Managers/ 19 Team Managers within the UAE, Egypt, KSA and Jordan. Daily management of the team to ensure targets / KPIs are achieved MTD.
• Responsible for setting & improving the customer group strategy to deliver the targets net growth & Revenues.
• Setting full year budgets for all customer group, including calls, service levels, targets & KPIs, headcount, incentives & commissions.
• Manage operational efficiency of all customer group departments & Activities including Customer service, Retention, Telesales, Digital service, Revenue, quality assurance, Resource planning, work force management, Training & development.
• Collaborate with key business stakeholders, to ensure operations excellence.
• Support the technical progress of OSN (satellite & Digital) platforms and continued introduction of new technologies, growth of our base, reduction in churn, increase in net growth and increased revenue generation.
• Lead and manage automation of OSN services through IVR, virtual agent, apps, digital services.
• Lead and manage call / interaction reduction through collaborating with stakeholders (technical / financial, programing, marketing...etc.) to eliminate reasons leading to technical / financial calls and maximizing sales and revenue calls.
• Assist the C-Level and the wider Leadership team with on-going company-wide operational efficiencies, contributing to business transformation and change management.
• Lead the rollout and maintenance of the culture initiatives & company values.
• Lead & improve performance management processes, around setting SMART objectives and delivering training support across the customer group.
• Manage and oversee Outsource activities with the objective of shifting as much fixed costs to variable costs across the company.
• Manage relationships between OSN and the outsource partners, ensuring best cost efficiency and performance.
Key Function:
• To define and implement the long term vision, values and strategy for the customer service and the customer admin teams in line with the overall company strategy.
• To continuously develop OSN’s customer service in line with market changes, advancement and technology trends to provide a world class service to OSN customers at all points.
• To support the technical progress of our platform and continued introduction of new technologies, growth of our base, reduction in churn and increased revenue generation.
Key Accountabilities
Planning & Organization
• To manage all customer service and customer admin teams across the region, to promote our content and technology and to ensure achievement of monthly, quarterly and annual targets incorporating new initiatives, efficiencies and technologies as appropriate.
• To be 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, First Call Resolution and quality sales and upgrades.
• To be responsible for the resource planning for all inbound customer service teams and ensure adequate resources are staffed 24/7 to answer inbound calls and achieve the service levels.
• To be responsible for the development and enhancement of all internal applications ensuring all customer data and customer transactions can be captured, validated, reconciled and audited.
• To develop reports on call breakdown and feedback to be shared with internal teams.
• To manage the e-service team and provide excellent customer service online and through social media channels.
• To manage ad-hoc projects, prepare for launches and changes to the platform and technology ensuring that all customer facing personnel are trained and ready for customer queries.
• To ensure regular assessment of all teams on product, business rules, technical, sales skills and churn reduction.
Financial Excellence (budgets, revenue/profit and costs)
• To calculate, present and manage approved budgets for contact center costs, refunds and chargebacks.
• Plan, manage and forecast revenue through upgrades, warranty, re-installation and all revenue generating transactions to ensure that the customer service team is a revenue center.
• To reduce the cost per call through automation investments, online experience and headcount productivity utilization.
Customer Excellence (internal/external customer engagement and relationship management)
• To be responsible for achieving the abandoned rate and service level targets.
• To ensure world class customer satisfaction scores, service experience, quality and first call resolution.
• To create a sales through service experience in the contact center and generate revenue through the upgrades and sales of value added services.
• To be responsible for the development, enhancement and regular review of all customer access points including IVR, Dialers, OMI, B2B, feedback ensuring ease of use, and effective automated services.
People Excellence (internal/external customer engagement and relationship management)
• To develop people and skills and set strategies for people to grow through career progression plans.
• To create an environment which is a great place to work for you and your colleagues through your dedication, enthusiasm, sharing of knowledge, honesty and desire to support others.
• To display excellent standards in all you do and inspire others to do the same, and that you operate within legislative/regulatory and company policies and procedures.
• To display confidence, self-belief and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
• To Continuously develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes.
Key Function:
• To Manage daily operations for 2 call centers of 375 seats
• To ensure that the contact center provides world-class service standards and that it is in line with the booming service industry.
• To run a fully utilized customer service revenue-generating unit while maintaining achievement of churn figures.
• To continuously look at trending technologies in the service industry and to keep up with the growing market
• To continuously assess and improve customers’ touch points.
• To support the technical progress of our platform and continued introduction of new technologies, growth of our base, reduction in churn and increased revenue generation.
• To maintain the right staffing levels according to budgeted headcount at all times.
• To achieve service level targets while maintaining high employee satisfaction levels.
Key Accountabilities
Planning & Organization
• To manage the contact center team, to promote our content and technology and to ensure achievement of monthly, quarterly and annual targets. Implementing new initiatives as requested by management and incorporating new initiatives, efficiencies and technologies as appropriate.
• To be 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, First Call Resolution.
• To maintain an effective active pipeline of successful candidates.
• To share the dashboard with all agents daily and to highlight issues to IS team whenever they arise.
• To ensure team managers’ staffing and all day coverage.
• To ensure staffing levels are adjusted according to changes, call levels and crisis to manage call volumes and targets.
• To manage the Multimedia Feedback team and provide excellent customer service online and through social media channels within our agreed service level agreements.
• Ongoing coordination with marketing and legal to come up with suitable official responses for cases and concerns that arise through feedback email and social media websites.
• To ensure regular assessment of all teams on product, business rules, technical, sales skills and churn reduction.
• To hold and manage regular meetings with all contact center team managers and coaches discussing MTD figures, distributing tasks, putting plans and making sure they are executed effectively.
• To attend the weekly business synchronization meeting sharing contact center’s issues and figures and getting details of issues and projects of the business then update our team with outcome accordingly.
• To analyze call reasons and work on calls reduction by directing avoidable call reasons to other methods of handling.
• To set multimedia strategies in line with the overall focus of call reduction / call avoidance in the contact centers.
Financial Excellence (budgets, revenue/profit and costs)
• To implement and manage approved budgets for contact center costs, refunds and chargebacks.
• To implement and manage revenue forecast through upgrades, warranty, re-installation and all revenue generating transactions to ensure the call centers are profit centers.
• To reduce the cost per call through automation investments, online experience and headcount productivity utilization.
• To manage the team towards achieving churn targets.
Customer Excellence (internal/external customer engagement and relationship management)
• To be responsible for the onboarding process for new customers through an excellent and comprehensive welcome call process.
• To work 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.
Key Function:
• Manage daily operations for call center of 210 seats
Key Accountabilities
Planning & Organization
• Responsible for assessing levels of competence of all customer-facing personnel.
• To assess and manage the customer service team development and improvements.
• Ensure commitment to FCR for all customer-facing personnel by developing consistent feedback and follow up procedures.
• To set strategic long term plans for the call center with areas of development and key achievements.
• Ensure all service affecting KPI’s are achieved.
• Ensure all customers’ information are maintained and updated.
• Ensure 100% accuracy on data capture and accuracy on all transactions generated.
• Manage all dialer and outbound campaigns to ensure upgrade activity and swaps are completed in accordance with business requirements
• Work with the customer service managers to ensure feedback and complaints are addressed appropriately and feedback sessions are documented where appropriate.
• Work with the sales and retention teams to identify gaps and reduce churn.
• Keep all new and existing applications up to date.
• Ensure all attendance and performance and personal files are updated monthly
• Ensure all agents are assessed on a quarterly basis.
• Ensure all personnel are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.
Financial Excellence (budgets, revenue/profit and costs)
• To contribute to setting the contact center’s overall budget.
• To achieve the monthly revenue targets including package, box upgrades and add on sales.
• To reduce cost by minimizing overtime hours and reducing presented call volumes.
• Provide excellent service levels contributing to lower churn.
Customer Excellence (internal/external customer engagement and relationship management)
• Responsible for achieving first call resolution targets and customer satisfaction scores.
• To provide excellent call quality to customers.
• Responsible for monitoring attendance in line with daily rotas.
• Assess and manage team objectives on call statistics.
• Responsible for ensuring all tasks are completed in a timely manner and in accordance with standard quality procedures.
• Ensure all email correspondence to customers / other departments are acted on effectively and promptly.
• To represent the department as required.
• Provide support to the scheduling and control function.
Frameworks, boundaries and decision making authority
• To set all customer service targets.
• To help setting budgets and to make sure they are implemented accurately for the customer service and feedback teams.
• To manage performance reports and KPIs measurement tools.
• To assist in implementing new systems for the contact centers and customers’ touch points.
• To review and develop systems and processes to ensure simplicity for customers and internal teams.
• To oversee automated services and systems and report any issues to IT/IS/Programming for fix.
Fully responsible for operational activities across the Middle East and North Africa including retention, transactions volume and revenues, helpdesk, customer service and internet activity.
Manage the company’s churn and cooperate with other channel managers to achieve the net growth plan through retention activities
Responsible for managing Consumer sales activity of a centralized Telesales sales unit for sales comprised of first line managers, specialists, support, training and sales professionals
Leading a team of 24 call centre consultants handling inbound/outbound, sales and service roles.
Handling customers' accounts including renewals, reinstatement, reconnections, cancellations, collections, upgrades, and retaining customers.
