HUB Manager
OPEX
Total years of experience :12 years, 6 Months
• Oversee efficient daily operation of the branch
• Manage all reporting staff to enable them to carry out their job description
• Employ appropriate business practice to maximize the turnover and profitability of the branch.
• Bring on board new business, utilizing my strong sales skills and flare,
• Targets will be set for our sales.
• Train and support the sales team within the branch.
• Ensure all staff meets minimum standards.
• Employ health and safety policy and safe working practices.
• Employ practices to enable branch to achieve quarterly budget and set quarterly budget.
• Achieve healthy profit: loss ratio according to target set.
• Accompany sales staff on appointments weekly.
• Responsible to bring on new sales lead in order to achieve growth within the branch.
• Achieve quarterly sales targets.
• Oversee efficient general daily operation of the branch.
• Multi-task any role within the branch.
• Perform appraisals of all staff periodically.
• Empathetic but disciplined management of reporting staff.
• Identify training needs of all reporting staff and provide appropriate training.
• Recruit appropriate staff as necessary.
• Ensure employment procedures are adhered to provide weekly sales report to general manager.
• Assist with out of hours on call service.
• Handling aramex UAE Contact Center teams (Inbound, outbound, back office, outsourcing & VIP team)& Taking care of aramex call center team @ Extensya "outsource" in Jordan for all the system issues, upgrades and set ups.
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Monitoring our QA team while they perform the quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Conduct group training sessions on products and services.
• Coordinate the interviewing, hiring and training of any replacement customer service representatives.
• Monitor interaction between Team Members and customers to ensure quality assurance standards.
• Review call center statistics to measure staff performance and the need for improvement.
• Full knowledge of CMS "customer management system", AVAYA system, Vici Dial set up and troubleshooting.
• Increase Customer Retention.
• Conducting performance appraisal.
• Investigating and understanding weekly shrinkage & minimize to the Max.
• Creating ADP Reports. “Agent Development Plan”. Assigning monthly quiz.
• Checking & finalizing on the monthly K.P.I (Key Performance Indicators).
• Studying the call flow pattern & routing the skills accordingly to achieve the service level target.
• Scheduling Annual Leaves for the team members taking into consideration the business requirement
• Monthly meetings with the team to discuss new strategies to upgrade performance level through unanimous decision.
• Recruiting employees for the store. I'm not only hiring the right candidates for the store but also train them for their overall development and making sure all the employees (department managers, our sales, cashiers and so on) contribute to their level best for the effective functioning of the store.
• Making sure my store is meeting the targets and earning profits. I'm responsible for the smooth and effective functioning of the store.
• Responsible for maintaining the overall image of the store. It is my duty to sensibly display the merchandise so that it immediately catches the attention of the customers. And ensuring that my store meets the expectations of the customers and lives up to its predefined brand image by ensuring the following:
- The store is kept clean.
- Shelves and racks are properly stocked and products do not fall off the shelves.
- Mannequins are kept at the right place to attract the customers into the store and rotated frequently.
- The merchandise should be according to the season as well as the latest trends.
- The store is well lit, ventilated and offers a positive ambience to the customers
- The signage displaying the name and logo of the store is installed at the right place and viewable to all.
• Guaranteeing that the customers feel safe and comfortable in the store. It's my responsibility to make sure that the customer leaves the store with a pleasant smile.
• Managing the assets of the store. The security and safety of the store is my responsibility. Usually ensuring that sufficient inventory is available at the store to avoid being “out of stock”.
• Along with my subordinates we are responsible for planning, managing profit and loss, handling cash at the store as well as collating daily sales as well as other necessary reports.
• Ensure that the store is free from pilferage.
• greet customers &find out the customer's needs
• recommend, select and help locate the right merchandise
• describe a product's features and benefits
• demonstrate use and operation of the product
• answer customer queries regarding the store and the merchandise
• make suggestions and encourage purchase of products
• provide information about warranties, manufacturing specifications, care and maintenance of merchandise and delivery options
• provide information about financing available
• receive and process cash, check and charge/credit payments
• provide change and receipts
• bag or package purchases
• gift wrap merchandise
• count money, sort charge slips and balance monies
• maintain sales records
• place special orders
• organize and process merchandise exchanges
• process repair or alteration of merchandise
• stay current with sales prices
• recognize and monitor security issues
• arrange and display merchandise
• keep merchandise area tidy
• take stock inventory