Bader Almahdi

Experience

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  ALSHAYA INTERNATIONAL Trading co.

  Jun 2007 - Sept 2008

  Accountant
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  Space without limits Company

  Aug 2008 - Nov 2015

  Human Resources Assistant

  ResponsibilitiesProviding HR support to line managers and employees, explaining procedures and policies in a timely effective manner.Assisting the HR department in completion of HR projects.Assisting the HR department in administering the performance management system.Entering data into the database or HR system for maintaining accurate records.Providing data for and preparing management information reports and documents.Liaising with Finance Department in payroll, Leave & absence recording etc.Administering the probationary review time periods.Maintaining and developing the filing system of personnel.Assisting the human resource officer with the maintenance and development of human resource procedures and policies.Advising staff regarding personnel, benefits, and pay issues.Administering staff benefits, programs, and events. Show less

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  Suadi telecom company STC

  Dec 2015 - Aug 2019

  Supervisor
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  Stc

  Aug 2019 - Jul 2021

  Specialist

  Providing quality care center includes several different tasks. We perused care center expert job descriptions to procure the following list of core responsibilities:1- Providing excellent support for impacted centersStrong verbal communication skills when responding to impacted centers and support team through phone as well as written communication skills to provide care through email.2- Review Impacted teams Complaints and Take an Appropriate ActionUsing analytical skills to look at each impacted team complaint. Also, using the analysis to write a professional email to support team members.3- Serve as Liaison between Management, support team and impacted centersImpacted centers rely on us to communicate this issue with support team and high management if needed. This duty requires good communication and conflict management skills.4- Create and Present Weekly Reports to ManagementUsing Spreadsheets and Command management software to track customer care metrics and create weekly reports for high management.5- Analyzing the issues by:• Creating a detailed business analysis, outlining problems, opportunities and solutions for a business• forecasting• Planning and monitoring• Variance Analysis• Reporting• Defining business requirements and reporting them back to stakeholders Show less

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  Contrct center company

  Sept 2021 - Feb 2022

  Acting Unit Head- WFM

  - Provide Real-Time monitoring to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level targets.- Changing agents skills between call centers (real time support of the centers who facing agents shortage).- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with “Operation team “to achieve service level targets.- Compare actual results to forecasted results, identifying opportunities for improvement.- Provide daily/intra-day performance reports.- Providing detailed reporting on call center and agent performance.- Responsible for developing daily / weekly and monthly outbound dialing strategies.- Escalate issues impacting call center performance to concerned teams.- Ensure all outbound service-level agreements are met.- Assist in the planning of shifts/schedules for new hires.- Provide recommendations for shift changes based on occupancy performance.- Assist with real-time management of call volume to maintain efficient calldistribution among all available resources- Assist with other duties/projects as necessary for the evolution of the workforceteam Show less

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  Ccc by stc

  Feb 2022 - Oct 2024

  Unit Head -WFM

  - Real-time monitoring and adjustments for maximizing resource efficiency- Continual analysis and re-forecasting for service level targets- Development of outbound dialing strategies and performance reporting

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  Interactive Smart Communication

  May 2022 - May 2023

  Call Center Manager

  * Organizing programs and activities in accordance with the mission and goals of the organization.* Developing new programs to support the strategic direction of the organization.* Creating and managing long-term goals.* Developing a budget and operating plan for the program.* Developing an evaluation method to assess program strengths and identify areas for improvement.* Writing program funding proposals to guarantee uninterrupted delivery of services.* Managing a team with a diverse array of talents and responsibilities.* Ensuring goals are met in areas including customer satisfaction, safety, quality, and team member performance.* Implementing and managing changes and interventions to ensure project goals are achieved.* Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.* Producing accurate and timely reporting of program status throughout its life cycle.* Analyzing program risks.* Working on strategy with the marketing team Show less

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  Medical call center company

  May 2023 - Oct 2024

  Operations Manager

  - Leading strategic programs for exceptional customer satisfaction and performance- Managing diverse teams for efficient call center operations- Analyzing program risks to ensure high-quality service

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  Saudi Business Center المركز السعودي للأعمال

  Aug 2024 - now

  Call Center Manager

  يسعدني و يشرفني الانضمام إلى فريق المركز السعودي للأعمال كمدير مركز اتصال بداية رحلة جديدة، نسأل الله لنا ولكم الخير و البركة