Customer Care Manager
OPEX Egypt
Total des années d'expérience :21 years, 2 Mois
• Monitor the team`s performance, setting smart KPIs and ensure monitoring of them.
• Analyzing statistics to ensure that OPEX is offering unmatched customer experience.
• Supporting team members by coaching them how to perform the tasks
• Handling major incidents that can`t resolved by agents.
• Act as focal point between OPEX and key accounts.
• Plan, prepare and devises work schedules according to workloads and new projects..
• Present updates on operational issues to CEO and take feasible enhancement initiatives.
• Take the final recruitment decision for the right candidates through interview.
• Responsible of Back office sales.
• Responsible of the whole process between Sales and other Departments.
• Responsible of Training program in the company.
• Interface between SHIRA and Softex Company Concerning Sales Control Program.
Partner in Real State Treading Company
• Supervising on Enterprise WFM Team.
• Responsible of the whole process of recruitment for call center.
• Interviewing all candidates for Enterprise Call center.
• Preparing Enterprise Call center weekly schedule.
• Interface between Enterprise Call center and Human Resources.
• Preparing all reports requested from other departments concerning Enterprise Call center.
• Supervising on the Back Office activities.
• Preparing the Quality Reports for Back Office.
• Responsible for calculating Service Levels Agreement for Back Office sub departments.
• Responsible for Enterprise Complaint Handling Team.
• Managing and organizing the daily work / tasks distribution.
• Technology Interface for Enterprise market customer operations and call center with technology development, marketing, CEO and higher management.
• Consistently earn highest rating in customer service quality surveys
• Member of VAS complaint handling team & GPRS and Blackberry Complaint Handling Team.
• Handling all products and services complaints.
• Reporting, analyzing and summarizing periodic incidents and factors affecting the call center functions and activities
• Responsible of Mobinil technical booth in ICT 2007 & 2008
• Handling Corporate customers' requests and complains concerning enterprises' accounts of Business Mobile lines
• Handling related credit issues (incase needed)
• Handling Business lines Users' requests and complaints.
• Shift managing; responsible for managing and controlling Staff and junior agents, and follow up the flow of inbound calls and queue status.
• Assisting in preparing the performance reports for the team in coordination with work force management team and Quality Team
• Handling customers' requests and complains concerning
• Working in different departments ( In/Outbound - Back office)
• Member of enhance team for correcting & updating the call center intranet
• Handling outbound calls to customers in data cleansing and enrichment project.