MOHAMMED ALSALEH

Experience

• 

  Stc

  Mar 2002 - now

  • Collect and analyze customer service data to provide regular reports reflecting company performance.• Monitor and evaluate customer feedback, analyzing it to identify trends and opportunities for service improvement.• Collaborate with other departments to provide the required reports for assessing customer service performance.• Assist in defining new standards and implementing them to enhance service quality.• Prepare monthly/quarterly/annual reports for customer care management.• Identify opportunities for the development and improvement of operations through continuous data analysis. Show less * Maintaining on vision and goals for * Motivating employees to perform better and be more productive * Recruiting, mentoring, and developing quality customer service agents* Assuring daily service levels meet customer expectations* Improving staff knowledge of policies and procedures* Providing recommendations for performance improvement* Evaluating and improving customer satisfaction* Developing call center agent incentive programs* Being transparent in decision-making* Emphasizing cautious and respectful behavior toward everyone* Handle conflict and communication far better* Build meaningful relationships with agents and other leaders* Supervise day-to-day operations in the customer service department.* Create effective customer service procedures, policies, and standards.* Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.* Manage the approved budget of the customer service department.* Analyse statistics or other data to determine the level of customer service Show less • Managing the daily running of the Digital center, including sourcing equipment, effective resource planning and applying Digital center strategies and operations.• Doing needs assessments, performance reviews and cost/benefit analyses.• Setting/meeting performance targets for speed, efficiency, sales and quality.• Ensuring all relevant communications and data are updated and recorded.• Advising clients on products and services available.• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.• Monitoring random chatting to improve quality minimize errors and track operative performance.• Coordinating staff recruitment, writing job adverts and liaising with HR staff.• Reviewing the performance of staff, identifying training needs and planning training sessions.• Recording statistics, user rates and the performance levels of the center.• Preparing reports on these statistics, rates and performance levels.• Handling the most complex customer complaints or enquiries.• Organizing shift patterns and the number of staff required to meet demand.• Coaching, motivating and retaining staff.• Coordinating bonus, reward and incentive schemes.• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis. Show less • Be available to affect the entirety of the team's operations. • Monitor queue and track inbound calls. • Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. • Motivate and encourage agents through positive communication and feedback • Maintain Agents performance • Keep track of attendance, daily statistics, paid time off, sick time, etc. • Present to the Project Manager at the conclusion of each week a breakdown of The past week's monitoring checklists and a written performance summary of the team. • Present to the Project Manager at end of each week a breakdown of the next Week monitoring assignments and a plan for the team. Schedule existing staff to meet service level objectives. • Administer training programs for new hires and existing staff. • Develop contests, awards and themes that increase agents' loyalty and focus. Show less

  • Customer Care Reports Assistant Manager

    Oct 2023 - now

  • Digital Care- Center Manager

    Nov 2019 - Dec 2023

  • Center Manager of Quality Assurance

    Nov 2018 - Nov 2019

  • Digital Care -Duty Manager/ My STC- Twitter- Facebook- Contact Us

    Jan 2014 - Nov 2018

  • Quality Assurance Analyst

    Apr 2012 - Jan 2014

  • Expert Technician - Call Centers

    Jan 2009 - Apr 2012

  • Excellence Services ALTAMYAZ

    Sept 2006 - Jan 2009

  • Customer Service Team Leader

    Mar 2005 - Sept 2006

  • 902 Call Canter

    Mar 2002 - Mar 2005