Operations Director
Etisal International - Saudi Arabia
Total years of experience :19 years, 7 Months
Call Center Operations Manager - Oct. 2014 - Present. - Jeddah, Saudi Arabia.
Focusing on providing the Wholistic view of customer experience ( CEM ) to our clients
Serving clients by planning and implementing call center strategies and operations,
improving systems, processes & managing staff.
' Determine 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.
'Maintain and improve 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.
'Prepare call center performance reports by collecting, analyzing, and summarizing data and
trends.
'Accomplish 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.
'Maintain professional and technical knowledge by tracking emerging trends in call center
operations management.
'Maintain and improves call center operations by monitoring system performance; identifying
and resolving problems; preparing and completing action plans.
REPORTING TO Operations Manager
CALLCENTERMANAGER-JUL.2 0 1 1 - O CT 2014 - J EDDAH, S AUDIARABIA
Etisal International-(ZAIN TE L ECOM )
'Responsible for the day - to- day operations, coaching and development of a cross
site team of super visor s, team leader s & representatives whose primary function is to
provide high quality customer service by res ponding to both telephone,
Ticketing, Social media and email inquiries, investigating requests and resolving problems.
'Managed a number of staff, handling all calls domestic and international;
scheduled dis patching plans to ensure timely arrival of services.
'Directly managed, dev eloped, motivated and supervised on training a staff reached
up to 500 call center covering all queues IN & OUT “bilingual”.
' Building up the reporting team for being the only performance results reference to
ensure fairness, consistency & accuracy while reporting.
'Created & published the operation processes from day one of project launch &
totally supported in setting both of the work force, quality assurance & recruitment
processes.
'Coordination with the stakeholders to meet the set targets by the management in
an efficient matters.
' Focused on reducing the operation cos t while providing top quality & revenue
focus ed.
Operation Supervisor - Jun. 2008 - June 201 1 - Cairo, Egypt. (Etisalat telecom. Egypt).
Customer Service, Customer Focus, Phone Skills, Listening, Verbal Communication, Data Entry Skills, Product Knowledge, Job Knowledge, Objectivity, Dependability, Multi- tasking
' Manage team leaders managing teams of call center agents.
' Effectively build call center culture and responsible for “on- the- floor” activities and available to the call center agents while they are “ on- the- floor" .
' Interview and hire staff, Assess needs / plan ahead.
' Schedule residual training, departmental meetings, knowledge training, and computer training.
' Meet with human resources to review staf fing levels and employee needs & issues.
' Meet with peer staff to coordinate new hire, residual, product, computer and Knowledge training.
' Create effective channels of agent feedback.
' Track of attendance, daily statistics, paid time off, adherence to schedules, etc.
' Create a detailed action plans of the way in which you plan to impact the team’ s day - by - day performance.
' Manage by walking around. Be visible to answer ques tions .
' Confirm the team leaders availability, readiness s & ability to handle escalated calls .
' Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
' Motivate and encourage agents through posit iv e communication and feedback.
' Develop contests, awards and themes that increase team’ loyalty and focus.
' Improve quality results by recommending changes in coordination with Q. A & Training departments.
o Operation Team Leader - Nov 2004 - June 2008 _ Cairo, Egypt.
( Vodafone telecom. Egypt)
o Customer Service Rep. - Oct 2003 - Oct 2004 _Cairo, Egypt.
( Vodafone telecom. Egypt)
Faculty of Commerce & business administration