Call Center Senior super Acting as call center manager in Etisalat (Outsourcing Project
Etisal Company
Total years of experience :5 years, 4 Months
From June Sep 2011 Till Current > Call Center Senior super Acting as call center manager in Etisalat (Outsourcing Project at Etisal Company)
1. Manage all call canter from Supers, team leaders and supers
2. Achieve all project requirements.
➢ SL (AHT, Hold and all productivity)
➢ Absenteeism
➢ World class customer satisfaction
➢ Reduce attrition
➢ Enhance quality in the project
3. Evaluate performance
4. Hire the management level in the operation and promote the employees
5. Exit interviews with the employees
General skills to build for effective supervision: • Setting goals and objectives
• Delegating
• Providing assistance and support
• Providing a climate for motivation
• Creating a supportive working relationship
• Emphasizing continuing development
• Providing opportunities for future growth and advancement
From June July 2008 Till Current > Call Center Supervisor in Etisalat (Outsourcing Project at Etisal Company)
Responsibilities in Work:
1- Manage group of team leaders and follow up their results with their teams.
2- Support the training dept. with materials and representing it.
3-Hire: Determine the duties to be performed and select the best-qualified candidate. This includes taking the Fair Hiring workshop, forming a Selection Committee, writing the job description, working with the Business Office to conduct the recruitment, screening applications, interviewing candidates, checking references and documenting the selection. (See Recruitments)
4-
From June 2006 Till July 2008 > Call Center Team Leader in Vodafone EG (Outsourcing Projec
Responsibilities in Work:
- Leading a group of 20 agents and ensured they are doing the following:
1. Handle customers calls and process all customers inquires within required time frame while maintaining courtesy and professionalism.
1. Ensure compliance of calls resolution with appropriate policies and procedures.
1. Adhere to corporate customer satisfaction standards and service indicators.
1. Maintaining up-to-date knowledge of products and services features and its related procedures.
1. Stick to punctuality, productivity, positive attitude, team building, and team spirit standards.
1. Setting shifts schedules, and "annual, casual, and sick" leave.
1. Provide coaching, monitoring, feedback to agents on gaps in skills and knowledge as needed.
1. Assist in conducting assessment of agents' performance.
1. Run monthly meetings with both direct supervisor and contact Center manager to discuss results.
1. Involved in the delegation of potential supervisors through a specified criteria set to check their ability of being delegated as Supervisors.
From June 2005 Till June 2006 > Quality assurance Coordinator Resourcing Department for Ecco
Responsibilities in Work:
- - Coordinates the monitoring program.
- - Develops Customer Care Representatives skills through coaching and monitoring.
- - Assists with training of new Customer Care Representatives.
- - Coordinates new hire training for call center employees.
- - Acts as a liaison between call center floor and training department.
- - Coordinates the headset program for all of customer service.
- - Provides feedback from monitoring sessions to customer service management and training department.
- - Coordinates training between call floor and vendors.
- - Develop & deliver training on new and/or existing processes used by Customer Service to improve knowledge and consistency.
- - Mentoring the call center agent in the Egy Net project and set scoring for each one of them.
- - Mentoring the technical solutions and trouble shooting that we gave to our customers.
- - Tracing the world class customer experience.
- - Reporting the global and individual gaps for the call center management and the maintenance team.
- - Collecting the ADSL problems on monthly basis that related to Egy Net network
- From December 2004 Till June 2005 > Work Force Coordinator
Responsibilities in Work:
- Work in partnership with the Workforce Management Team and Customer Support Operations Teams to assist in our shared vision of achieving World-Class Customer Support.
- Recording, reviewing and recommending real time activity opportunities in order to help support and optimize the attainment of our service level goals.
- Accurately track both on and off-line activities as required for productivity analysis and resource forecasting, as well as populate and forward reports which will assist the Leadership Team in reviewing key performance indicators.
- Forward vision of proactively identifying opportunities and the ability to implement solutions by addressing their root cause.
- From July 2004 Till November 2004 > Call Center Agent in HD Bank
Responsibilities in Work:
Handling the customer's (representative)
From February 2003 Till December 2003 > Call Center Agent in Vodafone EG (Outsourcing Project)
Bachelor of Commerce (B.Sc.): University: Ain Shams University MAJOR: Accounting MINOR: Accounting section Graduation Grade: Fair Graduation Year: 2001