Ashraf Hijazeen

Leading more than 7 team leaders with more than 150 internal employees and outsourcing activity, In charge of determining call centers as well as digital care, retention operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; productivity, quality, efficiency and customer-service standards, as well heading COPC certification project

Key Responsibilities

• Develops customer service operations to reach objectives set by management, not forgetting objectives and targets set by customers through the customer experience enhancement program
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Manage the relationship between Orange and the outsource by defining contractual and operational guidelines, make sure the external party is committed to Orange’s qualitative as well as quantitative objectives.
• Perform quality checks, develop, and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
• Coaching, motivating, and retaining staff and coordinating bonus, reward and incentive schemes.
• Lead on transforming the customer care into the digital and Agile, leading channels development, increasing customer base per channel, working on the UX /UI process for each feature.

Key Achievements

• Enhance budget expenditure for both internal cost and external cost by decreasing yearly cost by 15% YoY, as well as optimize headcount over a span of 10 years by 50%,
• Reduce traffic to call centers by 10% YoY since 2018 while decreasing dissatisfied customer levels to reach less than 5% and increasing satisfaction levels to 92%
• Digital Care - Launch multiple digital channels: o The 1st Arabic messenger BOT with informative content
• Launch WhatsApp Channel for both Telecom and Money service, offering not only informative content but also personalized services as well human support.
• Deflecting traditional call center traffic into the digital channels, currently WhatsApp is holding 5% of total daily traffic from all care channels
• WhatsApp efficiency reached 98% in which users of WhatsApp are relying on WhatsApp for contacting customer care.
• The returning customer reached 30% MoM on the WhatsApp channel
• O Launch a YouTube care channel hosting customer-friendly educational videos for both commercial and technical use cases o Developing automation solutions for the call center advisors by introducing RPA to decrease AHT and provide the correct diagnosis
• Empower call center advisors to enhance FCR and increase customer satisfaction
• Uplift advisor’s skills by adopting a program for all advisors by performing gap analysis for skills and anticipating future skills
• Build a proactive and reactive retention team handling all cancellation requests
• Reaching 85% success retention for commercial reasons and 95% for technical reasons
• Accredit call center COPC certificate for 3 years in a row, applying best practices and elevating call center performance
• Transform customer services into a sales channel, which it populates 3% of the company’s total sales.

Provide support for the customer care organization in terms of performance reporting, budget allocation, managing both productive and reporting tools and workforce management.