Community Support Specialist
tamatem
Total years of experience :10 years, 1 month
Answer customers' inquiries and problems. Help them solve any problem and also work to sell some products and services. In addition to searching for VIP customers. And monitor the progress of operations within the games.and selling company product's
● Responsible for providing data analyses for Retention Marketing
● Develop a deep understanding of the campaign goals and provide insights into the
campaign
● Coordinate regular meetings to review campaign pacing & performance
● Create dashboards to trend/track metrics
● Create custom campaign performance reports as needed
● Create accurate and timely analyses on a wide variety of areas including
marketing offer operational performance, trend analysis, camp
● Effectively working towards attaining the team’s business goals.
● Providing feedback to team and management as required supporting an open
culture conducive of target achievement and customer service excellence
● Achieving and exceeding individual KPI’s “FCR’ Aux’ Quality ‘CSAT” and Contact
Center targets
● Addressing any service queries or complaints that arise to ensure customer
service standards are consistently achieved.
● Being fully aware of OSN’s product portfolio, maintaining full awareness of product
knowledge, business rules, campaign activity and process.
● Handling Mangers calls and different complaints from the customers
● Assisted other departments as and when required for cross training purpose
“Assistant Coach” for 3 months
● Acting as a team manager for 3 months
● Provide real-Time monitoring via available tools (Teleopti Real-Time Adherence,
cisco CMS Supervisor and workforce management techniques to make intra-day
adjustments to maximize resource efficiency and achieve service level goals /
business objectives
● Scheduling any other activity for the inbound & outbound agents (Training,
Meetings, etc.) based on the forecasted call volume
● Daily Attendance for Customer service Agent
● Perform continual analysis of current performance (noting recent historical trends)
and conduct real-time re-forecasting to make necessary adjustments in staffing
plans and coordinate with operations teams to achieve service level goals/
business objectives for a multi-site operation
● Generates and evaluates staffing schedules and ensures data updates into
scheduling system. Generates short and long-term staffing models and provides
recommendations based on analysis
● Create a schedule for Customer service department on WFM (Teleopti)
Handling any hold and queries from the agent about the call
● Daily Attendance for Customer service Agent
● Achieving and exceeding individual KPI’s “AHT’ Productivity’ Quality ‘CSAT” and
Contact Center targets
● Being fully aware of Umniah’s product portfolio, maintaining full awareness of
product knowledge, business rules, campaign activity and process
● Handling inbound and outbound calls
● Addressing any service queries or complaints that arise to ensure customer
service standards are consistently achieved.
I started work from the 2nd year
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