Contact Center Supervisor
Interactive Smart Communication
مجموع سنوات الخبرة :24 years, 11 أشهر
Oversee the end to end operations for the Zain Program and the Team on a daily basis
• Focal point of contact between the client and the vendor for all communications
• Oversee Operational and Process efficiency of operational processes
• Evaluating the performance of the Telesales agents, delivering feedback, and addressing any shortcomings.
• Training the team on all new campaigns and business rules
• On job coaching and mentoring the telesales team to ensure best practices are followed
• Trouble shooting all issues/errors that are driven by the system or process
• Reporting the sales and calls figures by agents and as a team
• Improving the work environment and operations of the department
• Participate in strategic planning and goal-setting for the team and the program
Call Centre Assistant Manager Role Summary - Customer
Service
* Agent Performance
* Balancing Resources
* Reports
* Managing a team of 50 Agents (Male &Female)
* Key Accountabilities
* Provide coaching and assistance to call center agents on an ongoing basis!
* Process weekly sales leads reports for submission to management
* Oversee and ensure conflict resolution between associates and customers.
* Ensure that all employees follow the company’s best practices for call center management and operations.
* Develop presentations and talks to motivate and educate call center agents.
* Communicate company goals to associates so every employee understands his or her role
* Conduct periodic surveys of customers and potential customers to ensure quality control.
* Performance Measures (KPl's)
* Percentage of Calls Blocked
* Average Time in Queue
* Average Abandonment Rate
* Service Level
* Average Speed of Answer
* Average Handle Time
* Average After Call Work Time
* First Call Resolution
* Customer Satisfaction
* Occupancy Rate
* Agent Absenteeism
* Agent Turnover Rate
Position : Call Centre Senior Supervisor
Responsible for:
Lead inbound and outbound call centre functions to deliver sales and service propositions which align with business and channel strategies, achieving customer satisfaction and financial objectives and Managing Call Centre teams to ensure service to customers and advertisers via telephone and correspondence inquiries.
Reports to:
Call Centre Manager
Responsibilities:
Work with managers to clearly identify and define their responsibilities, developing key performance indicators/goals to ensure effective and efficient operation of the Call Centre.
Undertake regular on to one meeting, team meetings, training and counseling/coaching sessions for all direct reports, conducting regular performance appraisals and numeration reviews.
Act as a lead change agent for Customer Operations ensuring all change initiatives are planned, structured and deliver overall business objectives.
Operating and developing the call Centre and offering service delivery to meet the needs of customers. Managing the daily operation of Call Centre to ensure service delivery standards are met and maintained in line with company defined objectives.
Ensuring customer complaints are actioned and resolved as per Customer service guidelines.
Analyzing performance, highlighting problem areas and identifying improvement actions.
Driving improvements projects to improve performance against targets.
Liaise with marketing departments regarding launch of new products/services. Manage the impact of new products and services on levels of customer service.
• Operating and developing the Call Centre and offering service delivery to meet the needs of customers. Managing the daily operation of the call centre to ensure service delivery standards are met and maintained in line with company defined objectives.
• Understanding the regulatory, fair trading and competition rules relating to the role enough to be able to comply with them. Seeking Specialist support where appropriate.
• Actively supporting company policy and best practice in the area of security, with particular emphasis of protection of sensitive customer information.
Manage a team of staff at a call center and set targets to ensure maximum productivity.
Managing the daily running of the call center.
Liaising with team leaders, operatives and third parties to gather information and resolves issues.
Maintaining up-to-date knowledge of industry, developments and involvements in application and update the data base.
Monitoring random calls to improve quality minimize errors and track operative performance.
Reviewing the performance of staff, identifying training needs and planning training sessions.
Recording statistics, user rates and performance levels of the centre and preparing reports.
Handling the most complex customer complaints or inquiries.
Deal with customer complaints referred by front-line staff.
Deliver training to staff on an ongoing basis.
Periodically review the effectiveness of the service and make recommendations for improvements to senior management.
Coaching, motivating and retaining staff and coordinating bonus, rewards and incentives schemes.
Developing, implementing and reviewing core responsibilities and tasks.
Analyzing performance statistics and making decisions on the basis of these statistics.
Setting and meeting performance targets for speed, efficiency, sales and quality.
Produce reports for senior management.
Produce reports for out bound call in terms of lapsed customer/loyal customer.
* Monitor actions of staff and customers to ensure that health and safety standards and liquor regulations are obeyed.
* Select or create successful menu items based on many considerations, and assign prices based on cost analysis.
* Perform administrative activities such as scheduling, budgeting, and payroll
* Evaluate health and safety practices against standards
* Judge the quality of food, preparation, and job applicants
I'm, restaurantt manager at 2*1 restaurants now i'm responsible for restaurant i make every thing here like making order for product, inventory, scudle for staff and trainee all the team i have what write down
•Strong oral and written communication skills.
•Strong operational catering background
•Ability to understand multi-property operations.
•Good negotiation skills.
•Ability to work in a team.
•Knowledge of food preparation and hygienic standards
• Ability to deal with and resolve issues
• Ability to work well under pressure
• Planning and project management skills
• Knowledge of supplies, equipment, and/or services ordering and inventory control.
• Records maintenance skills.
• Computer literate; proficient in Windows-based programs
Experience in service/hospitality or relevant field preferred
i had promote to supervisor cashier and i was responsible to trainee all new cashier until they reach to be good cashier also i was give good hand to my manager to help them at any things they need at work
i was a cashier at this company i learn many things there how can i face all problem with all costumer how can i solve this problem its good thing. i learn how to work with a team in my restaurant.
i worked as sales clerk at this company i was sell textile and shoes i was responsible for this shop. i arrange my store to appear in good looking for our customer. i track my sales to achive my target at end of month.
while i was in faculty at cairo universty i made tranee at this company as accounts clerk iused to make scudle for accounts and make deal with coustmer. i have to make debt and credit at this company. i work thier for four month.
I take this certification at 2002 in networking i learn how to make network between many pcs and many other thing
i was at this faculty for 4 years i learn many things during this years like accounting and analyez