Supervisor
TransGuard
Total years of experience :17 years, 8 Months
• Supervise the team of 15 customer service center operators and led them by example.
•Managing Customer Services in a multi services environment.
•Update attendance records on monthly rosters, daily attendance report and send email about the same to management.
•Inform the management verbally and Email off all escalations, performance, punctuality and attendance issues.
•Ensure teams perform tasks and achieve goals set on a daily basis through informal observation and formal call monitoring.
•Ensure tasks and duties are assigned (or delegated) fairly and equally amongst all team members.
•Ensure team members are aware and up to date about department rules and regulations, goals and expectations.
•Ensure shift handover are conducted in a professional manner.
•Update and maintain the monthly activity report on a daily basis.
•Update and maintain individual CSR performance Issue reports in a consistent manner.
•Update and maintain monthly call statistics report on a daily basis.
•Update and maintain the monthly agent call log report on daily basis.
•Perform daily, weekly and monthly tasks as and when assigned by management.
•Run daily, weekly and monthly reports as and when assigned by management.
•Observe performance of operators and give them guideline how to improve the performance if there is weak link.
•Ensure customer service Center operator deliver the best customer service to our valued customer.
•Assist management implementing and maintaining all required and administrative procedure and policies in line with divisional requirements.
•Conduct daily team briefing after shift finishes, it is for highlighting team performance on daily basis and update them about new procedure and policies.
•Providing leadership, management and guidance to all Call Center staff.
•Handling complex customer complaints or inquiries.
•Identifying opportunities for improvement of customer service.
•Training staff on customer service operating procedures.
Assist supervisor in daily operation and supervise the team in the absence of supervisor.
•Making sure that calls are answered by staff within agreed time scales and in an appropriate manner.
•Coaching, and motivating people at pace.
• Randomly monitoring calls to ensure that standards are high.
•Managing a large team of staff from diverse backgrounds.
•Handling any customer complaints.
•Responding to customer email or telephone inquiries.
•Ensuring high quality and accuracy of work from call center staff.
•Putting together daily performance reports for senior supervisor.
•Coordinating operational activities.
•Delegating tasks to junior staff.
•Train new CSRs.
•Support operators in handling difficult calls/ tasks.
•Meet all requests within agreed timescale.
•Escalating complex issues to senior supervisor.
Answering front line calls from customers.
•Work on ATM monitoring software called Postilion used to monitor all National Bank of Dubai ATM (Now ENBD) machines.
•Log the queries/complaints in Concept 500 system and issue a unique reference number against each case and given to customer while giving the acknowledgement in return.
•Work on ATM Customer Service Software used for issuing of combinations codes to ATM field staff for refilling of ATM machines.
•Work on BTM2000 (branch terminal monitor) which is use for balancing of all National Bank of Dubai ATM machines.
• Work on Cencon combination software, which is use for the security of ATM machines Vaults.
•Work on Euro Net Web portal used for Monitoring Standard chartered Bank ATM machine throughout UAE
•Work on Eportal web base software, which is use for GL balancing of Abu Dhabi Commercial Bank ATM machines throughout the UAE.
•Work on vehicle monitoring System C-track 5/ V 3.2.6 SP 10 used to monitor cash loaded vehicles.
•Assist reception in attending calls when needed.
•Completing all necessary paperwork.
Attend all type of ATM FLM / SLM Call out through UAE.
•Manual cash fulfillment of ATM Machine across UAE.
•Assist Vendors / Engineers in SLM of ATM Machines.
•Prepare documentations for different banks after attending FLM / SLM call of different ATM Machines.
•Work on different kind of ATM Machine like NCR, Wincore and Diboll
Political Science
English Elective
Pre-Engineering