Team Leader: Work Force Planning
Blue-Ex
Total years of experience :13 years, 1 Months
• Be in charge of running and managing the call canter daily
•Set targets for all other call canter agents to meet up with
•Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
•Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
•Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
•Conduct regular review of all call canter agents performance and organize training sessions for under performers
•Submit regular reports to management and seek new ideas and strategies to improve performance at the canter
•Keep up with trends and happenings in the industry and ensuring adherence to industry standards
•Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members
Participate in design of call monitoring formats and quality standards.
Perform call monitoring and provide trend data to site management team.
Use quality monitoring data management system to compile and track performance at team and individual level.
Monitor email customer contacts.
Participate in customer and client listening programs to identify customer needs and expectations.
Provide actionable data to various internal support groups as needed.
Coordinate and facilitate call calibration sessions for call center staff.
Provide feedback to call center team leaders and managers.
Prepare and analyses internal and external quality reports for management staff review.
Main duties performed:
Deal with all inbound shipments.
Making all Reports.
Working on all Pending / Undelivered shipments.
Aramex tracking.
Arranging shipments pickups from all over Pakistan.
Working on emails (coordinate with shippers and consignees all over the world).
Taking inbound calls of Aramex.
Calling customers to inform/guide those regarding customs hold shipments.
Dealing with customers regarding customs hold shipments.
Following all customs clearing process and releasing shipments from customs
Briefing customers about the project.
Taking them for the visit and brief construction site.
Explain drawings and maps of the project.
Convincing customer to buy/book shop, flat, house in that project.
Observe and deal customers accordingly.
Tackle and answer customers all quarries.
Look after all the construction work.
Making sure work is done according to the drawing.
Handling all the labor.
Note all the expenses of that project.
Maintain the discipline during the work.
Tackle all the problems during the work and solve it.
Making reports of all work and expenses at the end of the day
Promoting different brands.
Interacting with Customers.
Giving complete information of the brand.
Handling critical complains of customers.
Maintaining Service Level.
Leading a complete team and motivate them
Making Outbound (International) Calls.
Providing complete information of a product.
Convince customer to buy the product.
Using sales skills and do sales according the given task.
Working with different campaigns and products.
courses: Call Center Course from PACC. English Language Course from PACC. Preparation for IELTS from Meverik. Architecture diploma from NISTE.