Customer Service Analyst
Tatweer Educational Transportation Services Company
Total years of experience :11 years, 11 Months
Follow up the call centers performance goals for customer satisfaction, quality,
productivity, key performance metrics and communicate with the contact centers
management to enhance the performance
* Ensure receiving the all "daily, weekly, monthly" Call Centers reports on the time
and analysis them
* Create a report covering the call centers performance for all companies, and
providing it to the HRDF customer service management "weekly-monthly"
* Ensure that all technical issues (System/Customer/Staff) are been well checked &
Filtered and reported to Technical team and follow up until they are resolved.
* Follow up the reports for customers tickets and communicate with other
departments, when solutions are delayed.
* Ensure that all (system) Staff/Team leader (User Access) for both centers are
function well and working and not expired
* Attend meetings of the new programs with other HRDF departments to define the
needs of call centers
* Organize to ensure providing Training Materials / Media Document for each
program and provide the lunching date of the Program.
* Organizing Training to all staff / Key staff for any (new/old) program and its system if
its required with providing its System Guide manual.
* Communicate with all HRDF departments and ensure that the call centers are
Familiar and updated with all programs and update the call centers with either new
OR updates FAQ’s for any program in monthly basis or upon any FAQ changes.
* Ensure to receive from the call center the daily/weekly feedback data for each
program once launched to be raised to business owner.
* Ensure to implemented the IVR for new programs and review the records
Provides daily direction and communication to employees so that customer service
calls are answered in a timely, efficient and knowledgeable manner.
* Provides continual evaluation of processes and procedures. Responsible for
suggesting methods to improve area operations, efficiency and service to both
internal and external customers.
* Provides statistical and performance feedback and coaching on a regular basis to
each team member.
* Writes and administers performance reviews for skill improvement. Is available for
employees who experience work and/or personal problems providing appropriate
coaching, counseling, direction and resolution.
* Ensures employees have appropriate training and other resources to perform their
jobs. Responds to and resolves employee relations issues expressed by team
members. Creates and maintains a high-quality work environment so team
members are motivated to perform at their highest level. Addresses disciplinary
and/or performance problems according to company policy.
* Prepares warnings and communicates effectively with employees on warnings and
makes effective/appropriate decisions relative to corrective action as required.
* Assists the manager with daily operation of the call center to include the
development, analyses and implementation of staffing, training, telemarketing,
scheduling and reward/recognition programs.
* Works as a member/leader of special or ongoing projects that are important to
area/process improvement.
* Shares continual responsibility for deciding how to manage the employees, ensuring
calls are handled efficiently and effectively.
* Establishes work procedures and processes that support the company and
departmental standards, procedures and strategic directives.
Uses appropriate judgment in upward communication regarding department or
employee concerns.
Calls Handling
* To Handle incoming telephone calls and also deal with customers who choose to
contact call centers by text message, e-mail, web chat or instant messaging.
* To provide service to customers and answer their questions as well as determine
problems in queries.
* To communicate with persons according to the type of behavior that they have
* Call Resolution
Aim to deal with customers’ inquiries on the first call. May take a customer’s
order, provide a quotation, arrange a service call or resolve a technical query by
telephone. If cannot deal with the issue immediately, we arrange to call the
customer back when we have more information.
* Outbound Calls
Making outbound calls during quiet periods. It could be for courtesy calls to
check customers’ details or ask if they were satisfied with the service they received.
* Others
* Maintains and improves quality results by adhering to standards and guidelines;
recommending improved procedures.
* Updates job knowledge by studying new product descriptions; participating in
educational opportunities.
* Maintains and improves quality results by adhering to standards and guidelines;
recommending improved procedures.
* Updates job knowledge by studying new product descriptions; participating in
educational opportunities.
Overall, ensure the TTC Contact Center meets and exceeds their customer
needs.
* Drive a ‘quality first’ ethos with the team. Drive towards ‘one contact
resolution’.
* Establishes strategic goals by gathering pertinent business, financial, service,
and operations information; identifying and evaluating trends and options;
choosing a course of action; defining objectives; evaluating outcomes.
* Develop, monitor and set KPI’s and recommend corrective actions accordingly.
* Accomplishes financial objectives by forecasting requirements and preparing
an annual budget.
* Define achievable targets, service level, and goals for agents and teams to
ensure that it meet customer and business needs. Regularly review as
required to support the business.
* Ensure the team meets the defined targets, service level, and goals.
* Manage department resources as required to support customer demands.
* Put in place new ideas and best business practice and drive these initiatives
forward.
* Ensure that the IVR and CRM system serve every customer contact.
* Analyze trends, reasons why customers contact TTC and drive a continuous
improvement philosophy within the contact center.
* Find ways of getting team morale to a high standard, and being sympathetic
and understanding of the day-to-day stress levels incurred by the agents.
(As Supervisor tasks)
* Supervising the day-to-day performance of several Team Leads and their
assigned teams of Customer Service Representatives .
* In terms of inbound/outbound call center operation. I work closely with the
other Customer Service Supervisors to coordinate call center functions,
coverage of schedules, and monitor ongoing performance of the call center in
each queue relative to contracted service levels and Call Center performance
objectives .
* To interacts with other departments, as assigned, to update reference
materials and coordinate needed actions on behalf of clients or call center
customers .
* To work with the Group Leader, Manager, and Customer Service to identify
areas of opportunities for improvements in staff performance, work processes
and other initiatives that can enhance Customer Service efficiency and
performance.
* Understanding of development plan as they apply to customer service, call
center work flows and processes, and internal policies relative to customer
service
* Understand call center forecasting and workforce management principles for
staffing and scheduling requirements in a multi-queue call center environment
* Understanding and skillful use of the phone system and associated
applications for the call center, customer service and other associated
applications, and how they apply to providers and health plan members
* Supervising assigned Team Leads and their Customer Service Representatives
to ensure that their performance is consistent with CS performance objectives
and providing coaching and mentoring as needed to improve individual team
member performance.
* Monitoring of daily call center data including call volume interval patterns,
speed of answer rates, abandonment rates, handle times, adherence to
schedules, service levels achieved, and working with the Manager to initiate
intra-shift actions that may improve performance if indicated
* Provide mentoring and arrange for coaching to develop the skills and overall
performance of assigned Team Leads and their assigned team members.
* Provide appropriate and timely performance reviews to Team Leads and
Customer Service Representatives.
Call Centers Supervisor (12 months
, Grade: Very Good = B+ Training: * Performance analysts program (30 hours)| Human Resources Development Fund (HRDF) |2015 * English language course (2 months)
| 2017 |