Contact Center Manager
Raya Customer Experience
Total years of experience :18 years, 5 Months
• Defines and develops operating approaches to ensure call center standards and requirements are met.
• Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the root cause analysis approach.
• Ensures that end user privacy policy is properly and consistently implemented.
• Provides Leadership to a large and diverse staff and ensures that everyone works towards unified vision.
• Ensures that department financial objectives are met and maintained through:
o Preparing an annual budget plan.
o scheduling expenditures.
o Estimating requirements to increase the Gross Profit.
o Plan actions and managing the revenues and COGs.
o Proper control of equipment and personnel costs.
o Maintaining existing accounts revenue levels, initiating corrective actions, and avoiding the penalties.
• Maintains monthly operation reports reflecting all indication figures across all projects and presents to management.
• Ensures that manpower succession plans are in place and implemented effectively.
• Ensure the invoice generation, validating all terms, following up with the client on the cycle till receiving the confirmation on the invoice and its certification.
• Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences.
• Maintain and improves call center operations by:
o Monitoring system performance, identifying and resolving challenges.
o Preparing and completing action plans.
o Completing system audits and analyses.
o Managing system and process improvement and quality assurance programs.
• Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the Performance results (PST) expectations.
• Oversee all the activities of own team to ensure high performance levels and efficient implementation.
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.
• Oversee operational activities improving efficiencies to resolve operations conflicts
• Architecting new processes for new programs implementations and taking corrective actions with the current SOPs
• Conducts process improvement opportunity analysis on all assigned projects in order to maximize efficiencies in service delivery and provide value added
• Renewing contracts including technical and finical proposals and supports commercial presales and sales force events and meetings
• Highlight business / operational results and concerns to Contact Center Clients and top management
• Develop long lasting and effective relationships with clients by providing onboarding, in-depth analysis and continuous support for business needs.
• Applies operational, qualitative and business analysis of project operational processes.
• Recommend methods, technologies, process changes and training to clients to improve their business opportunities and revenue potential.
• Updating service manual for assigned projects constantly keeping the records of change requests management and approach
• Translate the yearly clients’ feedback to actions aiming at improving the level of satisfaction of the client
• Focus on driving the key targets of customer satisfaction survey (FCR & NPS)
• Streamline acquisition of reporting requirements and specifications to disseminate across multiple business lines
• Managing CRM tools design and reporting requirements
• Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark
• Carries the responsibility of achieving targets communicated by the Operations Manager.
• Meets the financial objectives by ensuring that the contribution margin has the allocated costs within budgeted tolerances.
• Acts as focal point with the supporting functions for project related issues (including hiring candidates, invoicing, technical troubleshooting)
• Sets the weights for Team members monthly objectives & meets all relevant Team members to communicate feedback from monthly performance assessment
• Holds meetings with Team members to review operational results and to discuss improvement steps
• Monitor and analyses operational activities to help improve efficiencies and resolve operations issues.
• Design the new processes for programs implementations within the existed accounts
• Supervises and directs the Operations of Team Leaders
• Sets the weights for Team Leaders and Advisors monthly objectives
• Applies operational, qualitative and business analysis of project operational processes.
• Conducts process improvement opportunity analysis on all assigned projects in order to maximize efficiencies in service delivery and provide value added to clients
• Arrange for hiring calibration between the client and HR to ensure the profile agreed is maintained
• Maintains table “F” of the project, ensures that the set targets are met and performs the CUIKA exercise
• Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark and documents case
• Ensures that the Knowledge base of the projects is up-to-date
• Maintains the COGs % of the project as agreed with the Sales account Manager
• Analyses monthly the project’s cost/call and the rev/call to ensure GP % are met
• Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month
• Meets one-to-one with all relevant Team Leaders to communicate feedback from monthly performance assessment
• Perform on floor audits to ensure consistency in delivering the service to the end user across all Advisors of the project
• Follow the implementation approach for any new scope or change of scope required by the client by filling out the process change request form and following the rest of the approach
• Supervises and directs the Operations of Team Leaders
• Sets the weights for Team Leaders and Advisors monthly objectives and calculates the monthly variable for incumbent’ Team Leaders
• Appraises the Team Leaders on annual basis
• Warns (through letters) Team Leaders that do not meet 80% of their target
• Ensures that corrective actions are taken by Team Leaders in the process of monitoring and coaching Advisors
• Ensures that Team Leaders adhere to monitoring schedule, as communicated by the WF unit, and makes sure that the Advisors under their management adhere to the schedules
• Communicates with Call Center clients concerning the business / operational results
• Conducts regular meetings with client to present and review business results. The MOM of those meetings is to be documented with the specific actions required, the owners of those actions and the due dates of delivery. A status report is to be sent on weekly basis updating the client with the progress of those agreed actions.
• Applies operational, qualitative and business analysis of project operational processes.
• Updating service manual for assigned project constantly and present it and approve it from the client on quarter basis
• Conducts process improvement opportunity analysis on all assigned projects in order to maximize RCC efficiencies in service delivery and provide value added to clients
• Conduct a quarter QBR with the client inviting the top managers from both sides to align the strategy of the client with the offerings of RCC
• Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the set CSS bench mark
• Arrange for hiring calibration between the client and RCC HR then sample the heads hired onwards as to ensure the profile agreed is maintained
• Maintains table “F” of the project, ensures that the set targets are met and performs the CULKA exercise
• Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark and documents case
• Carries the responsibility of achieving targets communicated by the Operations Manager.
• Ensures that the K base of the projects is up-to-date
• Maintains the COGs % of the project as agreed with the Sales account Manager
• Analyses monthly the project’s cost/call and the rev/call to ensure GP % are met
• Analyses cost of Absenteeism on monthly basis and takes action as needed
• Acts as focal point with the supporting functions for project/Advisor related issues (including verification of monthly invoice)
• Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month
• Takes action as necessary on feedback from transaction monitoring
• Meets one-to-one with all relevant Team Leaders to communicate feedback from monthly performance assessment
• Skip level with the Advisors randomly every Quarter
• Holds weekly meetings with Team Leaders to review operational results and to discuss improvement steps
• Ensures enforcement of the End-User Privacy Policies
• Ensures that all team members adhere to RCC code of conduct and takes disciplinary action where necessary
• Perform weekly on floor audits to ensure consistency in delivering the service to the end user across all Advisors of the project
• Follow the implementation approach for any new scope or change of scope required by the client by filling out the process change request form and following the rest of the approach
• Keeping a track sheet for all process change forms to track clients requirements and change requests
• Performs other related duties
Supervises the daily activities of the project’s customer services representatives.
Handle all customer services representatives needed on-job training / coaching to leverage their performance to the set standards.
Assess the customer services representatives performance on monthly basis and calculate their variable in relation to their objectives as set by the Supervisor based on which a report is sent to the Supervisor .
Assess the customer services representatives and senior customer services representatives in his team on their performance on annual basis.
Monitoring the incoming call queue (Real Time Display) and performance metrics to maximize efficiency and maintain even distribution.
Coordinate with the workforce team on daily basis to ensure that over and under working rules are properly used to increase the efficiency of the agents while meeting the required Service level & Occupancy Targets.
Act on and log any client's request.
Generate and send the agreed reports to the clients regularly as required by the client.
Consistently and punctuality communicates to the workforce team any changes in his work force as well as any changes required on the schedule as implied by business needs.
Maintaining staffing schedule adherence and absenteeism during hours of operation
Coordinate with all the supporting functions as needed to eliminate any problems affecting the operation among his team.
Responsible for issuing the client's monthly invoice.
Act as first line of escalation for customer situations that cannot be resolved by the Customer Service Senior / Representative.
Monitor agents' calls as per communicated schedule to ensure adherence to pre-agreed scripts and processes.
Provide the necessary coaching and training to his team of customer services representatives to ensure quality.
Apply the problem solving technique to identify and fix problems found.
Responsible for ensuring that End-User Privacy policies are properly implemented
• Resolve customer complaints and problems to the satisfaction of the customer
• Complete all necessary documentation related to project operations
• Alert the Supervisor of issues or concerns that require escalation for complete resolution
• Maintain confidentiality of client and customer data
• Participate in individual and team training/ meetings in order to ensure that knowledge is up-to-date
• Adhere to the work schedule as planned and accommodate any business requests including flexible locations and working hours
• Monitoring the incoming call queue (Real Time Display) to maximize efficiency.
• Monitor calls and give feedback or corrective action to agents.
• Generate and send the agreed reports to the clients regularly as required by the client.
• Maintaining staffing schedule adherence during hours of operation
• Act as first line of escalation for customer situations that cannot be resolved by the customer services representatives
• Handle customer inquiries completely and accurately in both inbound and outbound calls
• Resolve customer complaints and problems to the satisfaction of the customer
• Use customer service skills to optimize the opportunity of each customer contact
• Adhere to the communicated process
• Achieve quality communicated targets.
• Alert the Team Leader of issues or concerns that require escalation for complete resolution
• Participate in individual and team training/ meetings in order to ensure that knowledge is up-to-date
• Performing a weekly Customer Satisfaction Survey.
• Revising data entry performed by the others agents (Data validation).
• Issuing reports and statistics related to other agents' activities.
• Providing training and personal coaching for the new hired agents
• Assist with difficult contacts.
Performing analysis, designing and developing of different systems at home.
Pharmacist Assistant at Dr. Laila Pharmacy
ICSA Certificate (International Customer Service Association Certified) Rockhurst University, Continuing Education Center, Inc. (Kansas City, Missouri-USA)
Diploma in Fujitsu training center, Major: SSADM Structured Business Systems Analysis and Design (NCC Education-Manchester-England). NCC Advanced Certificate in Systems Analysis and Design Grade Distinction
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