My role is to improve quality of customer experiences in MENA through managing our Inhouse Contact Centre through a range of contact channels. (Phone, Email, Social Media. and Live Chat)To enable the British Council to meet and exceed the standards set and ensure increase of sales and quality of service across multiple product lines

Stakeholder Relationships• Maintain and improve the business relationships with the operations management of the Outsourced Partners.• Embed the British Council brand awareness and values within the outsourced team handling British Council operations.• Responsible for cascading British Council department strategy, and initiatives and for communicating British Council objectives to working groups on a regular basis• Act as a single point of contact between all customer service operations in the different countries and the Vendors’ management team Operations and Line Management• Ensure that the outsourced team is aligned with global Customer Management objectives around increased sales, improved operational efficiency, and the provision of an effortless and seamless customer experience• Manage the outsourced team that consists of 1 service delivery manager, 1 account manager, 3 team leaders and 43 agents in addition to support functions, Quality Assurance member, Training member, Reporting team and Workforce management. • Taking part in interviews and conducting initial and on-the-job training as necessary while ensuring the selection criteria for outsourced agents are adhered to.• Review and action Outsourced teams reporting– daily/weekly/monthly• To promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others.Data Collection and Analysis• Monitoring the quality and effectiveness of the training on products and services• Coordinate best practice within and across teams and communicates performance standards• Understand business needs and expectations, develop customised reports to highlight key trends, improvement opportunities and progress.• Provide reports from systems that relate to customer behaviors, trends and metrics. Use social media and the inbuilt tools which show how we are engaging with customers.