Hire the Best Contact Center Manager in Jeddah, Saudi Arabia

Self-motivated, highly energetic individual with a diverse 17+ years’ experience with organizations providing Sales Channels Performance Analysis, eCommerce, Management Information System, Customer Service, coaching and mentoring,. A focused leader with a vision to ensure the teams are led to create, change and streamline processes in order to support organizations in reducing cost, improve customer satisfaction and deliver high quality services. Specialization in the field of Performance Analysis, eCommerce, MIS, Customer/Client relationship management, & Quality Assurance. Highly committed towards achieving organizational goals. Strong analytical mindset with panache to identify problems and offer innovative solutions. Strong team player with effective communication skills that help build relations with customers, clients, vendors, the management and team members.

Experienced Call Center Manager with a demonstrated history of working in the outsourcing/offshoring industry. medical field . Skilled in Customer Satisfaction, Customer Retention, People Management, Contact Centers, and Team Leadership. Strong support professional with a Bachelor's degree focused in Radio and Television from Faculty of mass communication , Cairo university.

Ardent BPO director adept at communicating with primary commercial clients to ensure that all outsourced processes meet quality and efficiency standards. Have 20 + years of experience in the Contact Centers & Customer Service Operations Management & industry in Dubai (10 years) & Saudi Arabia (14 years), with excellent experience in a senior management capacity. Optimizing contact center operations and total quality performance through proven expertise in effective process implementation, hands-on leadership, and profit-driven budget management. Proficient in quality control procedures. Specialize in applying problem solving and troubleshooting skills to meet client needs. Highly experienced energetic, results-oriented manager with extensive knowledge in directing operations in highly demanding inbound & outbound Contact Centers. Very skilled at leading and improving performance of teams ranging in size from 300 to 1000 full-time employees, covering 24/7 services. Experienced in maintaining and developing operational statistics, financial management information and results reporting. Expertise in developing strong customer and employee relationships leading to improved retention, attendance, increased business productivity and profitability. Creative and innovative leader; excellent communicator. Experienced in building and maintaining a motivated team environment while exceeding revenue goals. Ability to adapt and excel in challenging and competitive environments & to implement change and Innovation. Have an excellent practical knowledge in setting the requirements, evaluating, developing & using different types of Contact Center technology systems including ACD, IVR, CRM, WFM, complaints management & ticketing system, in addition to Quality Assurance procedures & system. Well-versed & Knowledge of Contact Center metrics and technology (AVAYA, CISCO, Interactive intelligent, SAP & Altitude Contact Centre Technologies). Experienced in developing different plans and introducing procedures and processes to enhance customer satisfaction and improve efficiency and productivity.

A highly dedicated and diplomatic manger. with a proven ability in improve and develop work environments and a commitment to employee welfare. Managing a huge contact Center with different departments and digital tools.

Provide leadership and daily oversight to customer service supervisors and representatives. Ensure production standards are met for inbound and outbound call handling and that all other work activities assigned are completed timely and accurately. Ensure center meets or exceeds contractual quality standards, including during peak call volume, break and lunch times Work closely with the training and quality assurance departments to identify and develop new hire, ongoing and ad hoc training modules, to ensure excellent call quality results in the contact center. Attend client meetings as required by management. Work closely with Workforce Management to schedule training, lunches, breaks, and any ad hoc off-the-phone initiatives for the contact center Effectively monitor, evaluate and distribute daily workload using the appropriate EOHHS and MAXIMUS systems, including queue monitoring and other tools. Identify escalated call issues that impact the case processing, and advise supervisors and/or CSRs on procedures to resolve issues. Assist supervisors in planning the scheduling team/unit CSRs to ensure appropriate phone coverage. Track awards, miscellaneous bonuses and information related to production. Actively participate in management meetings, updating staff on current initiatives and issues. Coordinate, direct, and participate in assisting others, serving as an escalation point for resolution of issues within the department for all customer inquiries. Ensure that all Call Center maintains productivity and quality assurance goals. Prepare and/or review a variety of reports related to team/unit operations and administrative record keeping, including: attendance rosters, bonus evaluations, performance reviews, timesheets, and corrective actions. Monitor CSR calls to ensure quality and accuracy of the information provided. . Provide mentoring and leadership to assigned staff, and is the agent for excellent service delivery. Evaluate staff on a quarterly basis and write yearly reviews. Work with counterpart managers and director to creatively strategize to increase productivity and reduce CSR attrition. Assess the impact to the contact center and ensure that information appropriately flows through the communication process so that all contact center staff is updated and informed. Harbim323@gmail.com

Executive Summary ________________________________________ -Complete understanding of operations & success in steering them to enhanced growth with vision to drive business excellence through efficient operations & client servicing -Possess an ability to trigger growth through implementing leadership initiatives in dynamic business environments -Proven ability in managing system integration projects like CRM, IVR and Ticket Management System -Proficient in quality assurance functions such as development and implementation of quality systems, process control and six sigma initiatives -Accomplished in conducting Skills & Development Workshops; deep understanding of quality management in a services environment -Capable of defining business mission and integrating resource strengths to deliver impeccable performances aligned to overall objectives

Over 16 year experience of working for leading Travel & Destination Management Companies and Airline G.S.A’s in the Middle East. Being a part of Travel and Tourism sectors over a decade managing different areas / positions, have through knowledge about the industry, its operations and the work procedures. Share an excellent relation with major Tour Operators, DMC’s, Suppliers, Wholesalers and Hoteliers worldwide. Capability to negotiate Incentive / ORC deals with suppliers Ability to set up strong operational procedures for Outbound, Inbound & Mice Operations. Experienced in handling Royal Families and Premium guests and Private Jet Travelers. Sound knowledge on the Travel Industry Automation, B2B & B2C Online Booking Engines, XML connectivity’s and ERP solutions. Ability to trouble shoot, analyze the root cause and implement preventive measures. Ability to conduct product / technical trainings for employees of all grades / levels. Well versed in the Product & Business Development activities. Ability to prepare Business Proposals and Corporate Presentations. Specialized in introducing strategic promotions, advertisements, marketing campaigns and brand building activities to boost the sales. Strong man management skills with the ability to motivate staff members to work as a team and achieve the organizational goals. Propose & implement business plans, budgeting, SWOT analysis & feasibility studies. Ability to multi-task. Graduate with Masters in Business Administration with specialized in Marketing. Creative and dependable with proven track record in improving efficiency and a result oriented performer.

A Result Oriented Leader who is keen to implement "VALUE ADDED Concept" & "ITQAN" ( Perfection) in every mission through professional means. Well prepared with MBA degree & 9 years of multi-culture experience in the Telecommunications & Healthcare industry. Embedded with a special focus on L & D, Employee Engagement, Employees Branding, Employee Performance System, Talent Acquisition, Talent initiatives, and OD Activities.