To succeed in an environment of growth and excellence and earn a job which provides me jobSatisfaction and self development and help me achieve personal as well as organization goals.
• Reporting to the Customer Services Director/Chief Operating Officer, Managing Director, the role includes line responsibility for all third, second-, or first-line contact center teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team.
• Manage the day-to-day performance of the Contact Centre Operations to deliver best-in-class service, meeting or exceeding all KPIs and within budget.
• Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Lead, inspire and coordinate the contact center management team at all levels to create motivated and engaged colleagues.
• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting cross-company initiatives to drive improvements, improve efficiency and reduce complaints.
• Responsible for the recruitment, training, induction, and coaching strategy across the contact centers
• Work closely with HR, L&D, and Training delivery teams. Taking responsibility for the ongoing development of all levels of contact center colleagues.
• Reviewing and defining clearly all contact center roles, any required shift, and candidate profiles required across the contact center operation
• Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
• Applying best practices, develop continuous improvement plans, and make recommendations based upon employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM, and WFM to create a cost-effective operation consistently achieving contact handling SLAs.
• Deliver cost efficiencies and increased Customer Satisfaction Scores.
• Worked as Business Development and Project Lead of this organization.
• Worked as Travel Agents Team Lead.
• Support Sales reps in Opening New Accounts and Upgrading Existing Services.
• Met Financial Objectives by Forecasting Requirements; preparing an annual budget; scheduling expenditures; initiating corrective actions.
• Worked as HR Coordinator.
• Worked directly with the Director of Business Development and Project Manager of this large organization.
• Researched and wrote marketing, financial, and feasibility reports concerning new business acquisitions and acquisition prospects.
• Performed call-based surveys, Sold internet and telephone connections via phone appointment settings, Inbound Call handling via international clients.
• Currently working a Team Lead position.
• Played key role in having consecutive successful years