Adnan Damra, COPC

Experience

• 

  Umniah

  Dec 2009 - Apr 2019

  - Responsible for real-time queue monitoring of Contact Center operation- Monitor real time performance against established intra-day service level objectives and take appropriate action to improve service level.- Escalate relevant information on performance to Management and maintain proper documentation of major incidents affecting performance (i.e. system outages, etc.).- Collaborate with Contact Center team to effectively coordinate all off phone activities including team meetings, training, coaching, etc.- Collaborate with WFM team to optimize team schedule adherence and manage Service Level in accordance with intra-day goals. Monitor agent schedule adherence and escalate issues to the WFM team as needed.- Work with CC Manager to create ad hoc reports, ensuring consistent and accurate reporting of metrics.- Exporting and analyzing call center reports and KPI’s and take appropriate action plan based on results.- Collecting and analyzing call-center statistics- Collecting & analyzing CC agents’ training needs- Responsible for the CC and Retail trainings عرض أقل - Monitor the performance of handling the inbound calls by the CCRs on daily basis.- Escalate the distribution calls number to the quality assurance specialists to be blocked.- Conducting full training sessions for the junior agents, and coach them about all offers, promotions, technical info etc…- Escalate the mass problems if raised to the back office by phone, Emails and CRM.- Support the CCRs when handling the calls, by answering their inquiries.- Monitor the average hold time, average response time, average handling time through the live call canter dash board & the CISCO live monitoring screen. عرض أقل - Providing CSR’s with support, answering questions and ensuring the team consistently provides accurate information and exceptional customer service.- Monitoring daily Call Center reports to achieve service standards.- Attendance monitoring and shift scheduling, ensuring adequate staffing to accommodate call volumes, especially during peak periods- Monitoring the team’s customer service skills, working with the department manager in identifying areas that require further development/training. عرض أقل - Handling calls from the customers and receiving problems from the customers and solve it. - Commit with the schedule to achieve the best adherence.- Generate tickets for problems that cannot be resolved over the phone.- Up-sold services to existing customers- Fully aware of all laws & regulations regarding data protection.- Provided callers with information on internet packages and promotions.- Responding to customers who have special communication needs, such as language difficulties or disabilities. عرض أقل

  • Sr. Workforce Team Leader

    Nov 2016 - Apr 2019

  • Sr. Contact Center Team Leader

    Jun 2014 - Nov 2016

  • Work Force Management Officer

    Jun 2013 - Jun 2014

  • Subject Matter Expert

    Jan 2013 - Jun 2013

  • Call Center Representative

    Dec 2009 - Jan 2013
• 

  Webhelp

  Apr 2019 - Jan 2024

  - Responsible for the Sinor Operations Managers of a team and for the delivery of the overall operational metrics & quality targets.- Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams- Managing Client Engagement- Responsible for Business Continuity- Ability to build and maintain strong client relationships- Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics- Formulate business strategy with others in the executive team- Defining, implementing and revising operational policies and guidelines for the organization that align with overall strategy- Implement efficient processes and standardsEnsure compliance with local and international laws (e.g. data protection)- Oversee the implementation of technology solutions throughout the organization- Developing and executing new growth directives- Working with the human resources department to create job descriptions, hire competent personnel and oversee employee training programs- Working with the human resources department to develop and implement staff evaluation parameters- Liaising with departmental heads to develop financial plans and ensure company-wide operational compliance- Keeping track of the company’s revenue margins and conduct budget reviews to maximize profits- Overseeing client support services- Managing procurement and resource allocation- Evaluate risk and lead quality assurance efforts- Report on operational performance and suggest improvements- Mentor and motivate teams to achieve productivity and engagement- Manage contracts and relations with clients, partners and other stakeholders عرض أقل - Responsible for the Operations Managers of a team and for the delivery of the overall operational metrics & quality targets.- To proactively maintain regular engagement with key client contacts in line with client expectations.- Ensure delivery of Client KPIs including day to day service levels, customer experience, quality measures and compliance measures- Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized- Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.- Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams- Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream- Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong management experience is essential to be a success in this role- Demonstrate been able to translate business strategy into day to day delivery- Build and maintain strong client relationships- Understanding how to get the best performance from a team with a genuine interest in working/helping your people to improve.- Demonstrate achievement of results e.g. business improvements, cost savings, revenue generation- Ensure Counsellors and Mental Health Support Advisers maintain their continuing professional development in line with relevant professional bodies عرض أقل - Provide inspired leadership for the organization.- Make important policy, planning, and strategy decisions.- Develop, implement and review operational policies and procedures.- Assist HR with recruiting when necessary.- Help promote a company culture that encourages top performance and high morale.- Oversee budgeting, reporting, planning, and auditing.- Work with senior stakeholders.- Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.- Work with the board of directors to determine values and mission, and plan for short and long-term goals.- Identify and address problems and opportunities for the company.- Build alliances and partnerships with other organizations.- Support worker communication with the management team.- Run the operations according to labour legislation and collective agreements.- Cost efficient staffing as well as initiating recruitment.- Communicate to direct reports about business code of conduct, security, targets, results, values, guidelines, policies etc. عرض أقل

  • Director Of Operations

    Jul 2022 - Jan 2024

  • Head Of Operations

    Aug 2021 - Aug 2022

  • Senior Operations Manager

    Feb 2021 - Aug 2021

  • Operations Manager

    Apr 2019 - Feb 2021
• 

  Concentrix

  Jan 2024 - now

  Regional Director of Operations - Europe, Middle East, and Africa