Sr Manager HR Operations
ZONG
Total years of experience :20 years, 3 Months
• Managing Nationwide HR Operations
• Responsible for PMO functions of HR
• Employee engagement and satisfaction
• Employee Relation Management
• Business Process Improvement
• Digitalizing the processes to facilitate work from home
• Managed the whole work-from-home regime
• Outbound Operations (Telenor, Telenor Bank, PTC, Careem)
• Inbound Operations (Telenor, Careem, Antlere, Telenor Bank)
• Target setting and monitoring to set and achieve strategic goals
• Maintaining continuous stream of fresh resources for resource intensive BPO business
• Development & implementation of Culture and Values for Center
• Coordination with all clients for new and existing projects
• Complete knowledge of more than 5 clients businesses and providing them BPO support
• Contact Center Operations
• Revenue Generation from Contact Center
• Customer facilitation and satisfaction (Surveys and winbacks)
• Resource Development
• Employee motivation and engagement
• Staff Retention
• Supporting customer care objectives
• Managing Service levels
Training:
• Employee Continuous Learning & Development
• Revenue Enhancement
• Ad-hoc/Client Request
• New Hire Training
Quality Assurance:
• Improve Customer Satisfaction
• Monitoring of all types of transaction (CMC, E-Channels, Website, IVR & Contact Center)
• Ensure Process and Procedure Compliance
• Customer services surveys
• Minimizing Liability Risk
• Operational Effectiveness
• Complaint Resolution Efficiency
• Identifying and resolving business issues
• Increase Revenue (Upselling/Cross Selling)/Profitability
• Employee Motivation/Reward and Recognition
FCU & Reporting
• Control Performance Leakages
• Increase Productivity
• Detection of System Malpractices
• Contact Center Employees Monitoring
• Suggest System and Process Improvements
• Sales Reporting & analysis
• Sales Commission calculations
• Monitoring on the alarms of fraud controls reports
• Analysis of data produced by different source systems used in Customer Care Department to detect fraud
• Cross-functional coordination with area experts, systems owners and business users internally (i.e. Customer care Department) and external departments for detection and identification of key risk areas
Human Resource
• Recruitment & Talent Management
• Compensation & Benefits:
• Performance Management:
• Employee Engagement Activities:
• HR Operational Excellence & Employee Facilitation:
• HR Database & Dashboard/Reporting analysis
• Coordination with Corporate HR/Third parties:
• Project Management for Call center expansions
• Expansion plans, Cost models, and costs to serve for the calls center
• Workforce planning for the call center, attrition calculation, hiring proposals and identification of staffing requirements
• Formation of new team structures according to skills and profiles of the staff
• KPI monitoring of the call center, identification of productivity leakages, calculation and processing of incentives for call center staff
• Daily, weekly and monthly Call Center reporting and analysis to higher management and highlighting the issues faced during the reported period.
• Assisting the management in strategy building for better customer services
• Identification of the marketing needs and impact of marketing campaigns on customer contact volumes.
• Forecasting of call volumes and daily reforecast to identify the staffing requirements.
• Coordination with IT and solution providers for formulation, acceptance and validity of various call center reports.
• Leading the team of Traffic control in order to efficiently manage skill queues and to maintain the service levels.
• Managing and maintaining consistent intraday, week and monthly service goals.
• Development of daily intraday workload plans to enable the scheduling to generate accurate staff plans
• Managing adherence to agreed delivery plans
• Central point of contact for daily service reporting to senior stakeholders
• Provision of intraday reforecast to identify staff requirements in the day
• Provisioning of scheduling related solutions to meet operational scheduling requirements.
• Provide complete assistance to management and planning team.
• Managing the raw data and formulating raw data into information like reports.
• Resource planning in a back office environment, facilitating the whole contact centre staff regarding various issues
• Analysis of Contact centre telephony, call based and non-call based demand areas.
• Relationship management and negotiation with management to pursue business requirements
• Workforce management using manual techniques and workforce Management systems (WFMS)
• Coordination with IT and other departments regarding the reporting, KPI monitoring, and customization of system
December 2005 to April 2007
Asst Supervisor
Responsibilities
• IT operation of call center.
• LAN and voice issues in the network.
• HP Servers ML and DL series Installation and hardware support.
• Maintenance of servers.
• IT support team supervision and management for efficient 24/7 operation of call center.
• Coordination of other IT related issues with respective teams and their follow-ups.
January 2005 to December 2005
eFics Coordinator
Responsibilities
• Maintenance tasks of the software
• Client end security issues of eFics & ICRM
• Customer support of eFics & ICRM in the North region and consumer experience feedback
• Hardware recommendations and inspections for eFics & ICRM
• Managing the uploading of sales and connectivity issues during usage
April 2004 to January 2005
Resident Engineer
Responsibilities
• Customer support of Microsoft office suite and other client side products on client level.
• Support of CRM and billing system cygnet, Geneva on client side.
• IT asset management, maintenance.
• Hardware/Software trouble shooting.
• LAN management
MS in software system engineering with major in Software architecture and design
BS with major in computer science
HSSC in pre-engineering with subjects of Biology, Maths, Chemistry and Physics