Experience

Interactive Smart Communications (ISC)

• Saudi Arabia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Contact Center Supervisor

  • Aug 2021 - Present

  • Oversee the end to end operations for the Zain Program and the Team on a daily basis • Focal point of contact between the client and the vendor for all communications • Oversee Operational and Process efficiency of operational processes • Evaluating the performance of the Telesales agents, delivering feedback, and addressing any shortcomings. • Training the team on all new campaigns and business rules • On job coaching and mentoring the telesales team to ensure best practices are followed • Trouble shooting all issues/errors that are driven by the system or process • Reporting the sales and calls figures by agents and as a team • Improving the work environment and operations of the department • Participate in strategic planning and goal-setting for the team and the program



pizza hut saudia

• call center assistant manager

  • Feb 2016 - Jul 2021

  Call Center assistant manager & aggregators Responsibilities... -Agent Performance -Balancing Resources -Reporting -Managing a team of 50 Agents (Male &Female) -Key Accountabilities -Provide coaching and assistance to call center agents on an ongoing basis. -Process weekly sales leads reports for submission to management -Oversee and ensure conflict resolution between associates and customers. -Ensure that all employees follow the company best practices for call center management and operations. -Develop presentations and talks to motivate and educate call center agents. -Conduct periodic surveys of customers and potential customers to ensure quality control. •• Performance Measures (KPl's) Percentage of Calls Blocked Average Time in Queue Average Abandonment Rate Service Level Average Speed of Answer Average Handle Time Average After Call Work Time First Call Resolution Customer Satisfaction Occupancy Rate Agent Absenteeism Agent Turnover Rate



pizzahut saudi arabia

• Call Center Supervisor

  • Apr 2007 - Feb 2016

  Lead inbound and outbound call center functions to deliver sales and service propositions which align with business and channel strategies, achieving customer satisfaction and financial objectives and Managing Call Centre teams to ensure service to customers and advertisers via telephone and correspondence inquiries. Reports to: Call Centre Manager Responsibilities: Work with managers to clearly identify and define their responsibilities, developing key performance indicators/goals to ensure effective and efficient operation of the Call Centre. Undertake regular one to one meeting, team meetings, training, and counselling/coaching sessions for all direct reports, conducting regular performance appraisals and numeration reviews. Act as a lead change agent for Customer Operations ensuring all change initiatives are planned, structured, and deliver overall business objectives. Ensuring customer complaints are actioned and resolved as per Customer service guidelines. Analyzing performance, highlighting problem areas, and identifying improvement actions. Driving improvements projects to improve performance against targets. •Operating and developing the Call Centre and offering service delivery to meet the needs of customers. Managing the daily operation of the call center to ensure service delivery standards are met and maintained in line with company defined objectives. Manage a team of staff at a call center and set targets to ensure maximum productivity. Liaising with team leaders, operatives and third parties to gather information and resolves issues. Monitoring random calls to improve quality minimize errors and track operative performance. Coaching, motivating, and retaining staff and coordinating bonus, rewards and incentives schemes. Setting and meeting performance targets for speed, efficiency, sales, and quality.