Operation team leader
Etisal International
Total years of experience :15 years, 5 Months
Position : Operation team leader (Etisalat Account )
Team Tasks
• Preparing the required daily reports for the team performance and delivering it to them
• Arranging & chairing weekly team meetings, focusing on targets & achievements
• Motivating the team to achieve high standards and KPI targets.
• Creatively thinking of new ways to Improve the team performance
• Handling complaints (from both staff and customers)
• Keeping up to date with the latest information and the feedback from the other departments to be able to cascade it to the team members and make sure that they are up to date
• Involved in the recruitment of new staff
• Monitoring target to make that the team calls meeting the quality targets
• Setting the required action plans to enhance team performance
• meeting the required deadline for the justifications and required feedback
Operation Tasks :
Floor Management;
• Assure agents attendance and sticking to their schedules, breaks
• Assure Team leaders’ attendance and sticking to schedules.
• Controlling floor issues.
• Off board task activities in coordination with work force department.
• Communication with other departments and escalate on time
• Send the application outage daily report
• Send the SL report
• Update the figures per interval report
• Distribute tasks on available TL’s.
TT Task Owner
• - Maintain all assigned requests is handled during agreed service level for each SR
• - Distribute escalated, refund, After rejection process requests on the available TL’s.
• - preparing the handover by the end of the day
MBWA Task
- making sure from applying the house rules in the floor
- providing the required support for the agents
- checking the PCs problems and coordinate with IT department to solve it
- Taking the required actions regarding any violation
• Provide the relevant information about the company services and products
• Handling customer calls related to theirs inquires & complaints
• escalate when required to the concerned departments
• Being update to date with the latest information using company knowledge data base and other helping tools
• saving customer satisfaction and provide him with the suitable recommendation according to customer needs
• Meeting KPI’s targets to save team and account results
• Attending focus groups to share my ideas regarding company new services and products
• Provide the relevant information about the company services and products
• Handling customer calls related to theirs inquires & complaints
• escalate when required to the concerned departments
• Being update to date with the latest information using company knowledge data base and other helping tools
• saving customer satisfaction and provide him with the suitable recommendation according to customer needs
• Meeting KPI’s targets to save team and account results
• Attending focus groups to share ideas regarding company’s new services and products
• Data entry :
responsible for registering Vodafone’s customers data throw their contracts using an application for Vodafone
• Customer service representative :
o responsible for receiving Vodafone’s customers calls for collecting their data over the phone and activating their lines
o validate customers’ data and making sure that it is matched with the registered data
o clarify the importance behind confirming customer data and handling their complaints
responsible for :
- typing on word
- putting the distribution plan and watching it
- receiving and sending mails
- data entry using excel and ready program
- installing windows
- handling phones
- getting data via phone