Head of Contact Center
United Real Estate Company (URC)
Total years of experience :22 years, 7 Months
• To supervise and direct all aspects with Call center and Location agents on a
day-to-day basis.
• Training staff to deliver a high standard of customer service.
• On a continuous basis, improve the customer satisfaction survey results,
customer feedback, Service Level Agreements, and Key Performance
Indicators (KPIs).
• Holds regular division meetings, evaluates performance, brief team on
important issues.
• Maintains the correct recorded announcement menus and makes changes as
necessary based on the time of day, day of week.
• Investigating and solving customers' problems, which may be complex
or long-standing problems that have been passed on by customer service
assistants.
• Provide daily, weekly and monthly reports to the Managing director as
requested.
• Improving customer service procedures, policies, and standards for my
organization or department.
• Training staff to deliver a high standard of customer service.
• Plan, coordinate and manage all administrative procedures and systems.
• Monitor costs and expenses to assist in budget preparation.
• Purchase new material as needed.
• Plans, coordinates, and directs quality control tasks to ensure continuous
performance quality monitoring & improvement of call center staff consistent
with internal quality standards.
• Develop department's plans, programs, budgets and work schedule, to meet
the objectives and strategies of the department, division and company.
• To supervise and direct all aspects with Call center and Locations agents
having a total of 25 agents on a day to day basis.
• Take corrective action towards problems encountered within authority
granted and according to dept. policies and procedures.
• Hold regular division meetings, evaluate performance, and brief the team on important issues.
• Achieve telesales target as per Qnet business plan.
• To supervise and direct all aspects of the Call center and Field Support Department, which has 27 agents daily.
Assistance programming engineer