مجدي الديرية

Contact Management Center Operations Manager - Saudi Airlines, Hertz MEA, Zain KSA and Iraqi Airways:

* Develops and deliver Contact Centre strategy and Mission Statement in line with Company goals
and objectives.
* Continuously reviews performance management program to keep in line with business and call
centre objectives.
* Coordinates with Business Development (campaign launch), Information technology (on platforms
and technology) and Networks (on network-related events).
* Size and dimension the contact center resources.
* Ensures managing all contact center access channels and overflow rules.
* Responsible for the daily running and management of a call centre through the effective use of
resources with responsibility for meeting, and possibly setting, customer service targets as well as
planning areas of improvement or development
* Maximizes the automation processes within the contact center and minimize customer
dependency on life agents
* Manages all outsource or in source operational activities
* Ensures the effective management and functionality of the Customer Care Contact Centre
* Reviews the performance of staff, identifying training needs and planning training sessions
* Liaises with supervisors, team leaders, operatives and third parties to gather information and
resolve issues;
* Projects, develops, manages and monitors the contact centre equipment requirements, systems,
policies, processes and procedures
* Develops and communicates contact center policies across the region to ensure consistency in
contact center service performance in terms of quality and timeliness of communications;
* Plans and develops staff recruitment, including wording vacancy advertisements and liaising with
HR staff;
* Ensures call monitoring, quality management and performance management conforming to the
Customer Interaction Fundamentals for both, Front and back contact center personnel
* Co-ordinates with WFM team on organizing staffing, including shift patterns and the number of
staff required to meet demand; coaching, motivating and retaining staff and coordinating bonus,
reward and incentive schemes;
* Monitors the productivity and effectiveness of the contact centre
* Ensures effective and accurate development and utilization of contact centre systems and
applications as well as quality of information captured on systems. (Develop and monitor system
reports and statistics)
* Compile departmental budgetary forecasts and budget management.
* Ensure processing of trouble tickets and service requests in accordance with pre-defined service
level agreements.

* Acts as link between the client and the business including end to end relations and customer life cycle.
* Responsible for client account management and daily operations requirement.
* Manages the resolution of any client complaint addressed to extensya through verbal/written communication, about any performance feedback or operational issues related to the client needs
* Acts as the point of operational planning and co-ordination with other business functions .
* Establishes and subsequently manages a process for end to end handling of complaints addressed to Senior Management including;
* Acknowledging receipt of the communication,
* Investigating the complaint (cross functionally),
* Determining the required actions (to both remedy the customer’s complaint and to change the
company’s policy / processes to prevent further re-occurrences),
* formulating a draft response to the customer,
* preparing an executive summary to brief the Senior Manager concerned
* Briefs the Senior Manager and agreeing actions and follow up.
* contacts the customer (where agreed with the Senior Manager) to remedy the complaint
* Conducts a post resolution follow up with the customer to ensure complete satisfaction
* Prepares regular weekly/monthly feedback report and executive summary to extensya Senior Management based on complaints handled, adherence to SLA’s, key issues and actions plan.
* Actively participates in the development of processes, customer surveys and quality assurance
through continual analysis of services and satisfaction levels of the customers.
* Continually develop the customer experience and retention by efficiently delivering all comprehensive information related to our services/products catered to Extensya internal/ external customers
* Manages reporting lines to all necessary parties and cross functional reporting to functional directors
* Establishes good working environment, encourage team work and empowerment
* Continuously review performance management program to keep in line with business and call center objectives.
* Coordinate with Business Development (campaign launch), Information technology (on platforms and technology) and Networks (on network-related events).
* Size and dimension the contact center resources.
* Ensure managing all contact center access channels and overflow rules.
* Ensure the technical support and provide technical solutions to the business which will enhance Customer experience.
* Maximize the automation processes within the contact center and minimize customer dependency on life agents
* Manage all outsource or in source operational activities
* Ensure the effective management and functionality of the Customer Care Contact Centre
* Supervise and manage the performance of direct reports.
* Manage the incentive scheme for customer service representatives
* Project, develop, manage and monitor the contact center equipment requirements, systems, policies, processes and procedures

* Develop and communicate contact center policies across the region to ensure consistency in
Contact center service performance in terms of quality and timeliness of communications;
* Plan and develop staff recruitment, including wording vacancy advertisements and liaising with HR staff
* Ensure call monitoring, quality management and performance management conforming to the Customer Interaction Fundamentals for both, Front and back contact center personnel
* Co-ordinate with WFM team on organizing staffing, including shift patterns and the number of staff required to meet demand;
* Monitor the productivity and effectiveness of the contact center
* Ensure effective and accurate development and utilization of contact center systems and applications as well as quality of information captured on systems. (Develop and monitor system reports and statistics)
* Ensure processing of trouble tickets and service requests in accordance with pre-defined service level agreements.

* Ensures that daily operations fulfill service targets and KPIs and shift resources among teams if required
* Ensures focus on the achievement of income generating activities and the maintenance of
Performance service standards.
* Analysis of call volume on continuous basis. Keep manager informed of call volume changes. Make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
* Provides comprehensive and knowledgeable information and service to internal and external customers regarding all products and services as appropriate
* Maintains professional tools and facilities to achieve the department target and Objectives.
* Organizes resourcing and load balancing during the shift intervals
* Resources allocations through different functionalities inbound out bound campaigns.
* Coach, assist and monitor all the Team Leaders work tasks and make sure they meet the targets
* Manages the CSR’s leaves, Switching, and Time off
* Follow up on team leaders activities, duties and responsibilities for all issues related to their teams results and improvement
* Assist in fine-tuning and implementation of Policies and Procedures
* Applies work standard and procedure
* Coordinates with the Training Department to prepare training plans for new recruits and maintains training schedule.
* Supervise shift personnel in daily operations
* Liaising with other departments
* Analysis and reporting work activities
* Reports all system errors, bugs, Daily events, general events and feedback all responsible
* persons about any problems
* Providing timely notification to management of negative trends, urgency of issue, or extent of required follow up
* Participates in all system requirements
* Taking responsibility for implementing change
* Provide the Contact center manager with the necessary feedback regarding the department’s

* Manages a team up to 20 CSRs (in-house or outsourced) who provides general, technical and if required specific services to inbound contacts through multiple communication channels, primarily by telephone, email and potentially later web chat, and makes outbound contacts as appropriate to maintain or enhance that service
* Uses effective communication skills by Communicating feedback as a performance issue not personal issue, as s/he must liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level
* Demonstrates knowledge of organization’s expectations, e.g., internal standards or service level agreements
* Demonstrates knowledge of impact to provide professional service to public
* Sets priorities to ensure continual satisfaction
* Ensures the quality of service delivery by customer service representatives and performs the necessary quality management checks that meet targets
* Assists the customer service representatives in addressing customer escalations and promoting a service oriented work environment
* Ensures that the set call center KPIs are attained. If required, start answering the phone to manage the team performance
* Compiles weekly and monthly management reports for all team members
* Identifies and reviews expected service levels and quality goals
* Ensures complaints/concerns are resolved or escalated in a timely manner
*Manages call volumes, e.g., peak times

* Manage floor providing general, technical and if required specific services to inbound contacts through multiple communication channels, primarily by telephone, email and potentially later web chat, and make outbound contacts as appropriate to maintain or enhance that service
* Demonstrates knowledge of organization’s expectations, e.g., internal standards or service level agreements
* Demonstrates knowledge of impact of providing professional service to public
* Ensures the quality of service delivery by customer service representatives and performing the necessary quality management checks and that it met the targets
* Assists the customer service representatives in addressing customer escalations and promoting a service oriented work environment
* Identifies and reviewing expected service levels and quality goals
* Ensures complaints/concerns are resolved or escalated in a timely manner
* Manages call volumes, e.g., peak times
* Conducts Basic reports

* Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery over the phone according to company policies & guidelines.
* Supports and provides superior service via phones, e-mails and faxes as a receiver and caller
* Resolves and inputs provider/client requests into tracking system according to established guidelines. Ensures proper, accurate records, files, databases are set up and maintained.
* Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.
* Makes decisions within monetary grant of authority to resolve customers’ issues and complaints.
* Understands the impact of attitude in handling calls professionally and deal with job stress, angry callers, and upset customers
* Ensures proper behavior and discipline is maintained, and attendance is punctual and regular.
* Ensures the reputation of the company is safe guarded at all times.
* Ensures that all confidential information pertaining to company or individual customer coming into ones possession, is not disclosed or revealed to unauthorized person or agency.
* Applies the elements of building positive rapport with different types of customers over the phone, also the proper telephone etiquette to satisfy various customer situations
* Uses an effective approach to handle special telephone tasks like, call backs, holds, interruptions, and unintentional disconnects.
* They will also be expected to deliver support to the Team Leader as and when required in co-ordination team operations and specific nominated tasks.
* The jobholder will also be expected to fulfill the secondary role of administrator/business processor to meet the needs of the business.
* Ensures that all individual targets and KPI’s (Key Performance Indicators) are consistently met or exceeded, understanding the relevance and impact of those factors on the team’s overall performance.
* Displays Time flexibility towards shifts as per work floor requirements
* Other duties as assigned