Saudi Arabia
Sr. Operations Manager
Key Result Areas: Delivering mission-critical results by implementing high level operational initiatives including process reengineering & improvements and turn-around management Motivating, mentoring and leading talented professionals by living the culture and leading by example Ensuring delivery of key performance targets involving customer satisfaction, average handle time, resolution rate and quality compliance; enhancing recovery rates for continued profitability of business Reviewing accounts & portfolio to control recovery operations for customers; managing customer service operations inclusive of implementing short / long term plans Addressing the issues and complaints; resolving the escalations Managing the quality of high profile cases and ensuring the quality standards of operations as defined in SOPs Leading pilot projects Generating reports through Salesforce and analyzing the performance; finding gaps and implementing measures to enhance the performance & productivity Implementing plans & policies for organization and ensuring accomplishment of the business goals Highlights: Provided high quality services to outbound customers in taking business decision Executed plans and projects to increase productivity of agents and the team Evolved efficient plans, aimed at creating domain expertise for cross-utilization of resources