CUSTOMER CARE TEAM LEADER
BAYT.COM
Total years of experience :8 years, 0 Months
- Monitoring Agent Workflow per shift- Handling all escalated call from the customers and doing
the needful. (Daily basis).
- Prepare the inbound KPI's and SL reports, both daily and monthly.
- Prepare the schedules of the team's Agent & seniors.
- Ensuring agents understand and comply with all call center objectives, performance standards,
and policies.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities,
and taking corrective action, if necessary.
- Updating the agents’ requests. (Sick Leaves, Emergency Leaves, Annual Leaves.
- Having One to One meeting with every agent in the team for any issue or fatal error.
- Reply to the customers emails- Answering and doing the needful. (Daily basis).
- Giving Training to the new joiners.
- Search for qualified candidates in the market, request candidates for selection, work on hiring
issues, and prepare new candidates' offers, and apologize for unselected the position, duties,
requirements, and behavioral competencies in association with the requesting CV's from Bayt
database to allocate the appropriate candidates.
-Coordinate with the manager/supervisor of the requested post to get the feedback on the given
CVs and of the internal posting in coordination with the requesting manager, employees applied
and the managers of the employees who in job fairs and career with Bayt clients in GCC as
outsourcing
SHAMS AL SURA CO.
-Maintain and distribute a variety of complex records, lists and files; type a variety of items
including forms, letters, reports, special projects, and other materials.
-Liaising with management, staff, suppliers and clients; receive, verify and transmit information
to other clients and personnel; obtain records and information as needed.
-schedule appointments and meetings and maintain appointment calendar.
2
-Coordinate with clearing Trace, track and expedite shipment Coordinate with drivers, vehicles,
and clients.
, AZADIA GROUP
Welcomes customers by greeting them; offering them customers by escorting them to racks and
counters; suggesting customers by providing information on customer make selections by
building customer confidence; offering suggestions and sale by creating or updating customer
profile clientele informed by notifying them of preferred customer sales and future merchandise
of potential to team effort by accomplishing related results as needed.