Tamer Samir

I have graduated from faculty of commerce , and I am currently looking for a job opportunity in Customer service / Sales / Call center in mangment domain , hence I have more than 17 years of experience in that field including 7 years in Canad , Dubai and Abu Dhabi .

Call center operations Manager

Emirates Hospitals Group, Dubai

· Setting up a centralized call center for the whole group from scratch

· Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews

· Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations

· Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades

· Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

· Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions

· Prepares call center performance reports by collecting, analyzing, and summarizing data and trends

· Maintains equipment by evaluating and installing equipment

· Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications

· Accomplishes organization goals by accepting ownership

Bachelor of Commerce: Accounting