Experience

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  Contact Center Smart Solutions

  • Contact Center Operations Manager

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  Mada Kuwait

  • Kuwait

  • Customer Support Center Senior Supervisor

    • Sep 2012 - Dec 2017
    • Kuwait

    • Develops call center systems by developing customer interaction and voice response systems (IVR), designing user interfaces; planning and controlling implementations.• Ensure that both Inbound and Outbound sub - units function in a professional manner. Within set time limits.• Recording Statics, Setting KPI's and SLA targets with expectations.• Holding regular meetings with providing compiling statistics / reports to the departments managers. • Contributing in any way possible to projects. With driving campaigns forward.• Maintaining tight operational and financial control of the call center. • Involved with the HR department in the recruitment of call center staff.• Managing large and complex teams. Monitoring attendance, Roster Plan• Holding regular team meetings, coaching and Training a call center team. • Motivation, Develop contests, awards and themes that increase Team Productivity, Loyalty and focus.• Maintaining up-to-date knowledge of industry developments and involvement in networks.• Dealing with complex customer complaints or inquiries, with making sure of delivering first class customer service to customers. • Making sure that all pre-written scripts are followed and that all conversations follow strict company guidelines. • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications.• Playing a primary role in the management acquisition of ISO-9001-2005.

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  PetroNet Smart Network

  • Kuwait

  • Contact Center Senior Supervisor

    • Mar 2009 - Nov 2012
    • Kuwait

    - Preparing and implementing strategic plans (Training - Sales – Delivery – Collection).- Accomplishes Call Center human resource objectives by recruiting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees.- Identify individual training needs and develop plans for immediate and long-term performance improvements.- Determining system improvements (IVR - KPI - CRM - AVAYA CIE).- Solving proactively the problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction.- Developing and improving processes to maintain the highest level of customer satisfaction.- Monitoring, observing, evaluating and preparing Daily, Weekly, Monthly, Yearly accurate and regular reports (Real Time – Historical).- Managing the queue and moving resources as required meeting the agreed service level objective.- Develop sales techniques of each customer service representative to drive revenue growth.- Organizing Telemarketing, Survey Campaigns (Scripting – Reports).- Preparing an annual budget; scheduling expenditures.- Upholding the company’s policies and procedures and reinforce the customer service values throughout the department.

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  Infocenter Kuwait - Telephony Contact Center

  • Kuwait

  • Contact Center Senior Supervisor

    • May 2007 - Feb 2009
    • Kuwait

    - Implementing strategic planning.- Implementing the customization (Script - Reports) for Sage CRM and AVAYA CMS (Customer Management System).- Managing staff, recruiting, orienting, training, delegating, scheduling, coaching and motivation.- Established higher Contact Center standards by redesigning employee performance to capture essential qualities of high-level customer service.- Setting sales targets and motivating the Contact Center Team to achieve it.- Responsible for the operational excellence and effectiveness of the Contact Center including achieving KPI (Key Performance Indicators).- Monitoring the Real Time and Historical performances by the executives and assisted them with the grievances they are facing. - Designing, Managing different (Outbound - Inbound) campaigns. - Data Base Management for the contact center to be supported for any kind of campaigns.

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  Kuwait American Foodstuff Co.

  • Kuwait

  • Call Center Supervisor

    • Nov 2003 - Mar 2007
    • Kuwait

    - Shift operation for the call center team.- Short, long action plans.- Scheduling Control, training and team motivation.- Driving Sales through excellent operations.- Operation Communications.- Deliver the necessary reports and the feedback to the management to follow up the call center performance.- Handling critical customer’s complaint.- Telemarketing achievement target.- Implemented automated customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts.- Operating the delivery cost.- Communicating with more than 18 restaurant managers all over Kuwait to reduce the numbers for the complaints, and reach to the maximum level of the customer satisfaction.