Abbas Moiz Sura Email & Phone Number

Dubai, Ae

Ajman

Manage and lead both inbound operations staff and the global helpdesk team, providing guidance, coaching, and support to ensure high performance and achievement of objectives.Oversee the day-to-day operations of the inbound call centre and global helpdesk, including call handling, ticket resolution, and escalation management, ensuring adherence to service level agreements (SLAs) and quality standards.Monitor and evaluate the performance of team members, conduct performance reviews, and implement corrective actions or performance improvement plans.Ensuring technical & billing complaints are handled efficiently and closed within agreed MTTR. Handing of escalations from customers for complex complaints.Track and analyze key performance indicators (KPIs) such as call volume, response times, resolution rates, customer satisfaction scores, and ticket trends, and generate reports for management review and decision-making.

Ajman Emirate, United Arab Emirates

Reduction of 10% in repeated mailers for the Non-Voice Team by implementing an enhanced FCR and contact rate process. This achievement was possible through my guidance, coaching, and support to team members, ensuring they uphold company policies and procedures.Additionally, I conduct comprehensive audits of email interactions, enabling us to pinpoint areas for growth.Provide higher management with informative reports on team performance to help drive strategic decision-making.

Ajman Emirate, United Arab Emirates

Involved in both recorded and live interactions (including calls, chats, and emails) to effectively gauge the level of communication quality.Team up with training specialists to enhance and refine training materials according to quality assessment results and customer input.Share constructive feedback with team leaders and agents grounded in our evaluations.Scrutinize KPI's like average handle time, first call resolution, customer satisfaction, and Net Promoter Score.

Ajman Emirate, United Arab Emirates

Effectively manage and guide staff towards meeting agreed service level and KPI.Actively monitor and adjust workloads to ensure that we consistently achieve targets and maintain a high level of productivity.Identifying any training needs within the team and organizing valuable training sessions to continuously improve staff skills and knowledge.

Ajman Emirate, United Arab Emirates

Handling Complex Inquiries via inbound calls & emails.Resolving escalated customer complaints promptly and effectively, ensuring customer satisfaction and retention.Staying up to date with product or service offerings, policies, procedures.