Baghdad Governorate, Iraq
Every Business need a perfect strategy plan to create a clear successful path to manage the development. Every thing is Management.
1. Business Strategy Plan. - Organization chart. - Salary structure. - Staffing process. 2. Create Archiving procedure for employee records and establish a record-keeping process. 3. Start formalizing policies 4. Provided the bases of recruiting and onboarding processes in place 5. Document your compensation and benefits offered 6. Plan for the technology and systems needed. 7. Established compliance guidelines 8. Created an employee handbook 9. Lay the groundwork of a learning and development plan 10. Created an HR plan for every 6 months.
o Develop and implement HR strategies and initiatives aligned with the overall business strategy o Bridge management and employee relations by addressing demands, grievances or other issues o Manage the recruitment and selection process o Support current and future business needs through the development, engagement, motivation and preservation of human capital o Develop and monitor overall HR strategies, systems, tactics and procedures across the organization o Nurture a positive working environment o Oversee and manage a performance appraisal system that drives high performance o Maintain pay plan and benefits program o Assess training needs to apply and monitor training programs o Report to management and provide decision support through HR metrics o Ensure legal compliance throughout human resource management
Managing all HR and Business policies.
Main Responsibilities & Tasks: 1. Leadership & Strategy - Lead and manage the inbound unit operations within the Customer Care Department. - Develop strategies to improve inbound call handling efficiency, quality, and customer satisfaction. - Ensure alignment of inbound operations with the overall customer care and company strategy. 2. Operational Management - Oversee day-to-day inbound call center activities. - Ensure adherence to SLAs (Service Level Agreements), AHT (Average Handling Time), and FCR (First Call Resolution). - Manage workforce planning, scheduling, and shift coverage. 3. Performance & Quality Control - Monitor performance dashboards and call quality regularly. - Conduct regular audits on call handling, customer interactions, and adherence to scripts/policies. - Ensure compliance with internal policies, company standards, and regulatory requirements. 4. Team Development & Coaching - Supervise, guide, and mentor inbound supervisors and agents. - Conduct training needs assessments and recommend training programs. - Foster a high-performance culture with focus on teamwork and accountability. 5. Customer Experience Excellence - Manage escalations from inbound calls to ensure customer satisfaction. - Analyze customer complaints, feedback, and trends to identify service gaps. - Collaborate with other departments to address recurring issues and improve customer journey. 6. Reporting & Analytics - Prepare weekly/monthly reports on inbound operations, KPIs, and service trends. - Use data analytics to improve resource allocation, forecasting, and efficiency. - Present performance insights and recommendations to senior management. 📝 Key KPIs to Monitor: - SLA Compliance % - Average Handling Time (AHT) - First Call Resolution (FCR) - Abandonment Rate % - Customer Satisfaction (CSAT) / NPS - Employee Productivity & Attendance - Escalation Rate
Main Responsibilities & Tasks: Team Management: Supervise daily operations of the customer care team. Monitor staff performance, attendance, and adherence to schedules. Coach, mentor, and develop agents to improve service quality. Customer Service Excellence: Ensure all inquiries, complaints, and requests are handled professionally and within SLA. Implement best practices to improve customer satisfaction and loyalty (CSAT, NPS). Handle escalated customer complaints and provide solutions. Performance Monitoring: Track KPIs (Average Handling Time, First Call Resolution, SLA compliance). Prepare daily/weekly/monthly reports for management. Analyze trends in customer issues and recommend process improvements. Process & Quality Improvement: Develop and update policies, scripts, and procedures. Coordinate with other departments (Sales, Technical, Finance) to solve recurring issues. Ensure compliance with company standards and regulations. Training & Development: Identify training needs for the customer care team. Conduct refresher training on communication, product knowledge, and systems. Encourage a culture of continuous learning and customer-centric mindset.