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Experiences

Current Experience

  • Contact Center supervisor

    Dubai - United Arab Emirates
    Since January 2011

              primary responsibilities as senior Supervisor

    • serves customers by Planning and implementing call center strategies and Operations
    • improving systems and processes
    • managing staff

     

     

    projects covered

     

    • dubai public prosecution
    • saaed traffic systems
    • general civil aviation authority
    • emirates vehicle gate
    • consumer rights
    • dubai international financial center
    • global village
    • khalifa funds
    • dubai duty free tennis championships

     

     

    accomplishments

    • managing the daily running of the call centre;
    • liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
    • maintaining up-to-date knowledge of industry developments and involvement in networks;
    • monitoring random calls to improve quality, minimize errors and track operative performance;
    • coordinating staff recruitment, including writing vacancy advertisements and liaising with hr staff;
    • reviewing the performance of staff, identifying Training needs and Planning Training sessions;
    • recording Statistics, user rates and the performance levels of the centre and preparing reports;
    • handling the most complex customer complaints or enquiries;
    • 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;
    • Forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
    • improving performance by raising efficiency and Sourcing new equipment to enable this, e.g. new dialing products.

              Primary responsibilities as Senior Supervisor

    • Serves customers by planning and implementing call center strategies and operations
    • improving systems and processes
    • managing staff

     

     

    Projects Covered

     

    • Dubai Public Prosecution
    • SAAED Traffic Systems
    • General Civil Aviation Authority
    • Emirates Vehicle Gate
    • Consumer Rights
    • Dubai International Financial Center
    • Global Village
    • Khalifa Funds
    • Dubai Duty Free Tennis Championships

     

     

    Accomplishments

    • managing the daily running of the call centre;
    • liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
    • maintaining up-to-date knowledge of industry developments and involvement in networks;
    • monitoring random calls to improve quality, minimize errors and track operative performance;
    • coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
    • reviewing the performance of staff, identifying training needs and planning training sessions;
    • recording statistics, user rates and the performance levels of the centre and preparing reports;
    • handling the most complex customer complaints or enquiries;
    • 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;
    • forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
    • Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products.

Past Experience

  • Manager Dubai - United Arab Emirates

    January 2007 --- January 2011

    primary responsibilities as manager

     

    • managed daily Operations
    • maintaining positive demeanor towards all customers and cliental
    • supervising

    accomplishments

    • in charge of organizing, executing and managing daily business activities
    • Expert in developing successful business and tactical plans
    • worked out the human and material resources needed
    • monitored product standards and implemented quality-control programs
    • implementation of a strategic long term business plan that immediately impacted the company’s bottom line
    • being responsible for the selection and maintenance of equipment
    • ensured that Health and safety guidelines are followed
    • introduced groundbreaking concept that led to growth of 150% in Sales
    • conducted extensive Market research to improve competitive performance and increase Sales
    • tracked & measured the success of Marketing campaigns and then made required changes to increase efficiency and effectiveness.
    • collaborative relationship-builder who brings together diverse group of individuals to achieve organizational goal

  • Production Manager Dubai - United Arab Emirates

    January 2002 --- January 2007

    primary responsibilities as Production Manager:

     

    • ensured goods and services were produced efficiently
    • provided Training to new and existing employees
    • managed weekly inventory
    • overseeing the production process and drew up a production schedule
    • estimated costs and set quality standards

    accomplishments

    • planned, organized and directed the Manufacturing and maintenance Operations which ensure the most effective return on assets
    • supervised and motivated a team of workers
    • made sure that products are produced on time and are of good quality
    • identified Training needs
    • worked with managers to implement the company's policies and goals
    • reviewed the performance of subordinates
    • responsible for handling and delegating the weekly merchandise inventory
    • entrusted with merchandize selection
    • proven ability to mentor and motivate other members of staff.
    • actively contributed and exhibited creativity on a number of occasions.
    • communicating among different departments, e.g. suppliers, managers

Knowledge

Self Assessment :
Microsoft ExcelMicrosoft Officepeople managementPowerPointProgrammingProblem-solving methods and troubleshootingTrainingTime ManagementTeam LeadershipStrategic Planning

Skills and Expertise

Self Assessment :
Train on site staffSolve problemsReport technical problemsQuality control processHandle callsAdjust processes and methodsCommunicate with sponsor

Education

  • High School in Computer Programmer from Salman Farsi in 2000

Training and Certification

  • Ms-Office in 2001 Certification

Languages

BrightOwl Assessment:
Self Assessment:
Arabic
Native
English
Full Proficiency
Hindi
Full Proficiency

Work Preferences

  • Notice Period:
    1 week
  • Positions I am interested in:
    Customer Service Manager Manager Production Manager
  • Work From Home:
    No
  • Work Regime:
    Permanent position
  • International:
    Yes

Area / Region

Dubai - United Arab Emirates

Others

Driving License
  • Yes

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