Sami Al Odeh Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Managing operation of 100 staff including leaders and agentsensuring KPIs are met as per government of Dubai standards (Roads and Transport Authority).Handling new hires' interviews from the operations side toselect capable individuals for the job.Ensure proper and active training of new agents, approve,and be accountable for the readiness of new agents to takecalls.Working on manpower requirements as per the contractbetween RTA and the company to ensure there is a balancebetween manpower and operations requirements.Liaise with RTA departments as instructed to have a goodunderstanding of products, procedures, and processes toassist the team and the customers with queriesResolve employees’ and team leaders’ concerns and issues andensure team motivation is maintained at all timeConduct random quality assurance reviews of officers' ticketsand call performance to provide coaching and supplementaltrainingProvided performance coaching and implemented strategiesfor career development.Assist in the implementation and maintenance of the highestlevel of quality systems within the call centerCoach team members on the best ways to carry out their dutiesby transferring expert knowledge to them to boost their skills.Prepares call center performance reports by collecting,analyzing, and summarizing data and trends.

Dubai, United Arab Emirates

Coached, trained, motivated, and mentored a team of 30–40agents.Reviewed the performance of agents and recommendedpromotion.Reported daily progress on customer issues to themanagement.Analyzed team and individual statistics; prepared reports;devised and implemented incentive programs to improvemetrics while maintaining Quality.Performed call monitoring and provided trending data to thesite management team on a day-to-day basis.Provided performance coaching and implemented strategiesfor career development.Ensure that client and provider issues are dealt with in a timelymanner.Create a good relationship with team members and motivatethem to put in their best work in order to achieve maximumresults.

Dubai, United Arab Emirates

Performs call monitoring and provides trend data to Operations management team.Uses quality monitoring data management system to compile and track performance at team and individual levels.Coordinates and facilitates call calibration sessions for call center staff.Provides feedback to call center agents & team leaders.Prepares and analyzes internal and external quality reports for management review.Prepare synopsis for high level customer complaints and recommend response and resolution to concerned department for closure.Effectively set up and manage NET PROMOTER SYSTEM for the department. Perform NPS call back for customers’ feedback and update root cause analysts on daily basis.Prepare monthly dashboard report for high level management.Manage Complaints received from Central Bank and Department Head.

Dubai

Motivating and inspiring the team to surpass their potential.Improving the team and facilitating the communication among the members of team.Exceeding and meeting departmental objectives, including conversion targets, and lead generation.Creating sense of ownership within the employees and resolving employee issues, if any.Encouraging, supporting, and motivating actively one’s peer team.Looking constantly for development as well as continuous improvement for the entire team.Monitoring, organizing, and coaching team on a day ¬to¬day basis.Ensuring that the employees follow their schedules properly as designed.Striving for new ways continually, to increase the opportunities of service to sales.Handling escalated calls, complaints, questions, and queries as necessary.Facilitating cross functional communication within employees for improved working condition.Creating a conducive work environment for all the call center’s employees.Carrying out team meetings and actively participating in the monthly and weekly meetings.Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.To evaluate overall “Service Quality” of inbound calls for the call center every month and make necessary recommendations to raise the standard.Handling Work Force Management (daily shifts, breaks, attendance)

Dubai

•Communicate all new and existing products/services /sales knowledge& processes to the staff. •Provide profound product & system training to new comers in the following department•Conduct certification test to all new comers after training•Establish training test results and share it with the management on regular basis.•Provide coaching support for all agents in different channels & on different career stages & levels•Conduct certification & recertification to all new & existing staff in different career stages & levels•Conduct interviews and following the hiring process•Manage the overall training structure for the whole units.•Provide feedback to unit head on training & coach’s process.•Regular control over product/services/sales knowledge & processes.•To coordinate with HR & call centre manager in designing & continuously reviewing the recruitment process of the new Staff•To Design and/or prepare training/instructional materials, teaching aids and devices to all the units.•To act as a point of contact between call centre & product managers in terms of updating staff’s on new product.•Deliver presentations or training using acceptable training methods and techniques.•Promote new methodologies of learning like coaching, e-learning and blended learning to increase staff competency

Dubai

Responsibilities:• Delivery of Team sales, service level components, quality and productivity targets & indicators.• People Management including all HR related issues as well as staff development.• Operational Management: Managing the floor, adherence to schedule.• Call monitoring, Coaching and Feedback, responsibility for delivery of the defined customer experience in every call.• Conducting performance appraisal for the team. • Compiling reports on Team’s performance and customer feedback.• Supporting Management and leading special projects.Problem Solving:• Resolving customer service problems over the telephone.• Work very closely with team members to solve customer problems. To understand PBA problems and weaknesses and address these. Offer solutions and suggestions for process and product improvement to management.

Dubai

Dubai