Contact Center Team Leader
Xceed
مجموع سنوات الخبرة :13 years, 3 أشهر
-lead a dispatchers team ( web-chat and outbound calls )
- Interviewing new candidates
- Train the new batches on product knowledge
- establish and enhance department's policy and procedures
-drive the overall team performance
- Quality monitoring for all the team members on weekly basis
- Conduct one to one, weekly and monthly meetings with all team members
- provide the high management with daily and monthly reports and analysis
about company :
Qetaacom is an e-commerce company in Saudi Arabia working in spare parts for different brands of Asian and american cars.
about my role :
- Managing customer service team ( social media and call center ) - support, coach and monitor customer service agents to deliver unique customer experience and to adhere to company policy - Set KPIs, conduct weekly one to one and monthly meeting for all team members - prepare weekly and monthly reports to the top management - monitor, analyze and focus on repeated problems to enhance company's policy and procedures - interviewing, hiring and training the new staff
(Handling Complaints and retention cases received from We customers (Gsm account
o Provide Vodafone Egypt SME customers with all required information related to the company products and services and delighting them with a superior customer service.
o Applying FCR concept for all customer’s inquires.
o Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
o Follow up on all customers related issues and provide timely feedback to Vodafone Egypt SME Customers.
o Adhere to Customer Operations Department policies and procedures.
o Handle and retain all the customers’ complaints within the SLA.
o Supporting all corporate queues by handling different segments of authorized.
o Create a smooth communication channel with different departments to resolve customer problems and requests when needed.
Selling Vodafone products & achieving the sales mix in monthly target.
Handling all walk -in customers inquiries, requests &complaints.
Responsible about cash & inventory in daily basis.
Take the role of internal tasks ( archiving, customer experience, product knowledge, etc ).
Receiving Inbound calls from different customers .
Handling all customers inquiries, requests &complaints