Karim Saber Saleh

Unionaire

• Customer Service Manager (Call Centre /Store Service /Back Office)Full Time

  Jan 2021 - Present -4 yrs, 5 months

  Egypt , Giza

  • Job Details:* Maintains office services by organizing office operations and procedures, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, assigning and monitoring clerical functions. * Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records. * Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement. * Designs and implements office policies by establishing standards and procedures, measuring results against standards, making necessary adjustments. * Completes operational requirements by scheduling and assigning employees, following up on work results. * Keeps management informed by reviewing and analysing special reports, summarizing information, identifying trends. * Co-ordinate with the HR Dep for all work force management Issues by maintains office staff recruiting, selecting, orienting, and training employees. * Maintains office staff job results by coaching, counselling, and disciplining employees, planning, monitoring, and appraising job results. * Achieves financial objectives by preparing an annual budget, scheduling expenditures, analysing variances, initiating corrective actions. * Determines call centre operational strategies by conducting needed assessments, performance reviews, capacity planning, and cost/benefit analyses, identifying and evaluating state-of-the-art technologies, defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standardization contributing information and analysis to organizational strategic plans and reviews. * Develops call centre systems by developing customer interaction and voice response systems, and voice networks, designing user interfaces, developing and executing user acceptance test plans, planning and controlling implementations. •Maintains and improves call centre operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs and installing upgrades. * Working on calls operational management level which is related to achieve all operational output targets. * Gather and analyse daily operational business related issues and calls management results. * Daily Real Time Management for all operation matrices like: Service level, AHT, floor and management. * Schedule call centre shifts. * Evaluate and analyse team monthly performance from the quality control department reports and deliver it to top management. * Deliver training to the whole staff with the new products, services, process and even promotion.
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