Acting contact center operation manager
Abu Dhabi Distribution Company
Total years of experience :13 years, 4 Months
•Demonstrate high level of proficiency in the operating routines of the contact centre.
•Prepare Monthly and Annual report regarding Contact Center Performance.
•Evaluating the agents in a monthly basis.
•Comply with the operating instructions and quality standards at all times.
•Attend to shift duties including taking daily incoming calls and additional assignments as required in order to meet periodic surges in call traffic as well as to ensure continuity of service and not to loose your touch.
•Completes daily, weekly, monthly and yearly reporting for the contact center management.
•Record all customers' suggestion and ideas.
•Preparie monthly/weekly/monthly and yearly schedules, duty rosters; attendance reports leave planers, and other reports and statistics on staff deployment, productivity and service quality.
•Reviews and updates the ADDC polices and procedures to ensure accurate, consistent and effective information management i.e., the Contact Center intranet database.
•Coordinates all productivity and quality checks with Contact Center manager and supervisors to ensure expected productivity and quality of work are met at all times.
•Monitor to quality calls per month per team member, coach and make sure coaching learning lesson is applied to the job
Duties Include:
•Responsible for receiving all incomings.
•Preparing the daily receiving report.
•Summarizing the daily and monthly incoming invoices.
•Posting all incoming invoices in Sun System.