Team leader
Cupola Teleservices
مجموع سنوات الخبرة :0 years, 0 أشهر
s administrative processes and procedures.
•Fulfilling client enquiries and acting as the face of the business.
•Oversee day-to-day operation
•Monitored calls and metrics, provided feedback, coaching of team members as per the quality standards.
•Set clear team goals, Delegate tasks and set deadlines and motivation plan.
•Participated in the recruiting and interviewing process.
•Discover top call drivers and training needs analysis.
•Resolving customers’ quires received on ERMS & RM systems and CEO channel.
•Mentoring and training up new staff.
•Ensuring administrative and IT records are entered and updated correctly.
•Resolves customer complaints & problems aiming for the best customer experience for GCC countries (UAE, Qatar, Bahrain, Oman and Kuwait).
•Working with SAP, GSPN, and CS PORTAL related to Samsung.
customer inquiries from beginning of the inquiry to its closing
•Resolves customer complaints & problems aiming for customer satisfaction
•Optimizes customer contact opportunities.
•Training skills to: - Adhere to the call script. - Adhere to the communication process. - Maintain AHT. - Achieve communicates return to Q, short answered calls, and abandoned percentage communicated targets - Achieve quality communicated targets
•Completes necessary project operation documentation
•Alerts the Team Leader on issues or concerns that require escalation
• Maintains confidentiality of Vodafone client’s & customer data
•Adheres to Vodafone policies & procedures
•Carries responsibility for meeting communicated targets: sales, order taking, lead generation, appointment settings, etc.
•Participates in individual & team training/meetings to bring knowledge up-to-date
•Adheres to work schedule and accommodates business requests (including flexible locations & working hours)