Call Center Quality coaching
Teleperformance - Egypt
Total years of experience :18 years, 1 Months
▪ Monitor representatives call with customers to ensure accurate information and processes are
communicated and utilized.
▪ Provide feedback and support to customer care representatives to further develop their performance.
▪ Analyze customer complaints and bad ratings and set an action plan.
▪ Analyze quality scores and share the insights along with the action plan to improve QA scores and
process.
▪ Delivering coaching sessions to agents and tracking the outcome of the coaching.
▪ Measuring the improvements to the monitoring process and the coaching given.
• Guide retail customers to select facility product suite them needs.
• Represent range of Bank products.
• Advise customers with best facilities by providing suitable products.
• Visit and attract new companies.
• Build good relation with VIP customers and maintain it this way.
- Manage all marketing for the company and activities within the marketing department.
- Work closely with the marketing and sales team.
- Collaborate with creative teams to produce relevant copy for brochures, sales materials and products.
- Plan and implement promotional campaigns.
- Monitor and report on effectiveness of marketing communications.
- Develop strategies and tactics to boost the company’s reputation and drive qualified traffic.
- Build strategic relationships and collaborate with key industry players, agencies and vendors.
Great, serve and direct customers by suggesting items, help select product ranges and advise on sales purchases by providing suitable products.
Contact and handle customers with complaints forwarded from agents.
Prepare weekly and monthly report includes the top issues as well as most frequent specialist’s mistakes and prepares the proper training sessions to cover knowledge gap.
Maintains call center database by entering and verifying information and updating log.
Improve quality results by recommending changes and coaching sessions.
Updates job knowledge by participating in educational opportunities.
Exploring opportunities ti add value to job accomplishments.
Enhances customer service reputation by accepting ownership for accomplishing new and different requests.
•Provide support for both of the consumer and enterprise customer’s complaints.
•Provide daily analysis about the top issues that cause customers complaints.
•Coordinate with vendors in partnership with company to highlight the most repeated technical issues and provide technical solutions to avoid it happened again.
•Prepare weekly and monthly report includes the top issues as well as most frequent specialist’s mistakes and prepares the proper training sessions to cover knowledge gap.
•To provide transparency to the front-line specialists on the progress of each trouble ticket handled.
•Identify the main issue and determine the desired outcome or provide the resolution within the support specialist’s scope.
• Handling the customers quires with offering the best options.
• Represent the company services with what match each customer.
• Follow the company procedures on each call.
• Follow up the process of some customers problems till it solve.
• Responsible to send some of the reports of the team KPI’s on daily basis.
• Using HITS system.
• Reviewing the hiring documentation and auguring the completeness of the employees’ files.
• Track and record keeping for fingerprint report for each employee each pay period.
• Entering vacation leaves on personnel system for all staff.
• Ensure registering disciplinary actions on official register and as well on computer system according to labor law.
• Following up and monitoring the renewal of employment contract either after Probation or upon termination.
• Recording employee information, transfers and resignations in order to maintain and update payroll records.
• Reconcile any credit amounts to staff and do the necessary reporting to finance and ensure crediting to payroll. (Medical Invoices).
• Follow-up and monitor the renewal of employment contract either after probation or upon termination.
• Monitor the probation period of new employment contracts, or limited employment contracts before termination and do the necessary reporting in due time for his/her supervisor.
• Collect all evaluation forms from all departments pertaining to staff and do the proper filing and ensure their confidentiality.
• Dispatch and receives (Social Insurance Form 2) and check balances or payment of debts.
• Perform other related duties incidental to the work described herein.
• Using HR ORACLE system.
• Directs computation of pay according to company policy.
• Calculate Compensation, benefits ( incentive/bonus ) and deductions ( taxes/social insurance).
• Reviews new joiners files to determine names, rates of pay and occupations of newly hired.
• Receives list from finance for employee‘s personal telephone bills, till shortage and processes recoveries accordingly.
• Changes in wage rates, promotions and occupations of employees on payroll.
• Receives and enters all kinds of leaves (Annual Leaves, Maternity Leaves, Sick Leaves … etc.)
• Prepares final settlement after receive the termination or resignation according to company policy.
• Resolve payroll queries over/underpayments, deductions and temp payment queries.
• Compile the input for temp pay elements i.e. overtime and casual hours.
• Prepares and analyzes reports that are necessary to carry out the functions of the department and the Organization.
• Prepares periodic reports for management, as necessary or when requested.
• Partners with management to communicate HR policies, procedures, programs, and laws.
• Ensures consistent application of personnel policies by interfacing with Management on interpretation of policy and procedures.
• Working by HR ORACLE system.
• Directs computation of pay according to company policy.
• Calculate Compensation, benefits ( incentive/bonus ) and deductions ( taxes/social insurance).
• Reviews new joiners files to determine names, rates of pay and occupations of newly hired.
• Receives list from finance for employee‘s personal telephone bills, till shortage and processes recoveries accordingly.
• Changes in wage rates, promotions and occupations of employees on payroll.
• Receives and enters all kinds of leaves (Annual Leaves, Maternity Leaves, Sick Leaves … etc.)
• Prepares final settlement after receive the termination or resignation according to company policy.
• Resolve payroll queries over/underpayments, deductions and temp payment queries.
• Compile the input for temp pay elements i.e. overtime and casual hours.
• Prepares and analyzes reports that are necessary to carry out the functions of the department and the Organization.
• Prepares periodic reports for management, as necessary or when requested.
• Partners with management to communicate HR policies, procedures, programs, and laws.
• Ensures consistent application of personnel policies by interfacing with Management on interpretation of policy and procedures.
• Main response to make Financial Transaction Processing on line trading.
• We are acting on behalf of buyers or sellers on the global curruncies market.
• Response to follow the financial news for the curruncies to get reward from market.
• Response to follow the statements and the profit and loss for the accounts.
• Provide and Sell the company products in Canada and America over the phone, the company support us with the huge computerized data and International phone lines.
• Agent for the company to sell insurance polices.
• Call the client and give the full details of the insurance policy and try to make an appointment to close the deal.
Online Digital Marketing diploma
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