Total Years of Experience: 7 Years, 3 Months
April 2006
To July 2011
Contact center team leader
at Aramex
Location :
United Arab Emirates - Dubai
- Manage the daily running of the contact center.
- Handle escalated customer complaints and enquiries.
- Analyses & review performance statistics and adjust contact center operation accordingly.
- Forecast and analyses data against targets.
- Ensure that all team members are supplied with equipment, tools, knowledge, and training required to perform their tasks efficiently and effectively.
- Review the performance of CC team members, identifying staff training needs and plan training sessions.
- Monitor random calls to improve quality, minimize errors and track operational performance.
- Coach, motivate and retain contact center members.
- Organize staffing, including shift patterns and the number of staff required to meet demand.
- Contact center service level.
- Handle escalated customer complaints and enquiries.
- Analyses & review performance statistics and adjust contact center operation accordingly.
- Forecast and analyses data against targets.
- Ensure that all team members are supplied with equipment, tools, knowledge, and training required to perform their tasks efficiently and effectively.
- Review the performance of CC team members, identifying staff training needs and plan training sessions.
- Monitor random calls to improve quality, minimize errors and track operational performance.
- Coach, motivate and retain contact center members.
- Organize staffing, including shift patterns and the number of staff required to meet demand.
- Contact center service level.
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