Senior Customer Service Operations manager
Saudi Telecom Company
مجموع سنوات الخبرة :21 years, 6 أشهر
current role: Oversee operations of multiple customer service teams ensuring effective work allocation and optimal resource planning.
• Contribute to the decisions concerning customer service operations, at the district level and implements approved policies, processes and standard operating procedures.
• Manage complaint management process at the district level in order to ensure that all customer complaints are properly prioritized, recorded and handled within the prescribed timelines and quality standards.
• Build and maintain relationships with key customers at the district level, pro-actively promoting STC’s products and services, in order to maximize business opportunities and retention.
• Ensure that quality of service provided to customers is maintained and enhanced, irrespective of different contact channels (including social media) or through which the customer is served.
• Provide input to the senior management in developing and implementing retention strategy for customers and key accounts.
• Ensure team capability for complaint management systems and processes in terms of complaint resolution for technical, financial, and general complaints.
• Manage all inbound and outbound calls for different products and level of services including sales provided by STC are efficient and effective.
• Contribute to the range of activities starting from sales order and its integrity, service order and its authenticity, increasing sales order delivery success rates, raising recommendations on improving sales order and others as needed.
• Contribute in solving installation issues, missed service orders, identifying system performance and bottlenecks, and collecting data points from related stakeholders.
• Handle failed activation via available sources including manual intervention, provide technical assistance and ensure issue resolution, and develop systems preventive maintenance guidelines.
Generic Role:
• Coordinate across a number of work units within the specified area of work, to ensure efficient work flows and accurate outputs.
• Manage projects and initiatives, as may be required by the reporting senior.
• Resolve escalated, unresolved complex queries, involving interdepartmental issues, in order to meet customer and business expectations.
• Ensure continuous improvements of policies, processes, standard operating procedures and related activities, for new capability requirements for an enhanced digital customer service.
• Participate in the development of appropriate operational contingency plans are in place and communicated to employees.
• Ensure achievement of business objectives by assisting senior management in setting individual targets and developing employees.
• Ensure systems and maintenance of records to provide proper evaluation, control and documentation of assigned service activities.
• Support for any legal complaints in liaison with legal department.
• Manage work performance and ensures effectiveness of work through performance enhancing initiatives and work quality audits.
• Develop and supervises the respective team members, if needed, for undertaking higher responsibilities.
Systems Support Customer Care
Users support & Technical support
Systems support call centers
Staff training
Performance evaluation
Follow-up
Customer Focus
KPIs
Quality
Customer Experiences
• Supervising the follow-up of the conditions of domestic workers in accordance with the regulations and controls related to their affairs
• Supervising the follow-up of the recruitment companies and offices in accordance with the
regulations and controls related to their affairs
• Supervising and monitoring the work of companies and recruitment offices licensed to ensure their quality
• Determine the management needs of manpower, equipment and materials and work to provide them
• Prepare periodic reports on the activities of the administration and its achievements and problems and propose the development of performance
• Participate in conferences and attend seminars and workshops within a brief
• Perform tasks assigned to me in the field of work
Operation and maintenance of navigation systems
Design, development, manufacturing, modifying and upgrading logistical support for electronic products and systems.
TV project and direct broadcast
Electronics + Assistant Communication Engineer