CC Operation mnager
Etisal International - Saudi Arabia
مجموع سنوات الخبرة :12 years, 10 أشهر
Call Center Operations Manager - Oct. 2014 - Present. - Jeddah, Saudi Arabia.
' Serving clients by planning and implementing call center strategies and operations, improving systems, processes & managing staff.
' Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses, defining user Requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
' 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.
' Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
' Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
' Responsible for multiple projects targeting to achieve all the set targets per project.
' Immediate communication with the clients of the projects targeting for maintaining customer’s experience.
' Maintains professional and technical knowledge by tracking emerging trends in call center operations management.
' Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.