Contact Center Manager
CARE INTERNATIONL
مجموع سنوات الخبرة :12 years, 10 أشهر
Responsibility of System Performance Management:
Maintains professional and technical knowledge by tracking emerging trends in contact center operations management.
Develop objectives for the call center’s day-to-day activities
Assisting other management team members in identifying trends and establishing call center goals.
Collect and analyze call-center statistics (call rates, complains, beneficiary service metrics etc.)
Assume responsibility of tracking calls
Hire, coach and provide training to personnel to maintain high beneficiary service standards.
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Issue a weekly and monthly reports to monitor the agent’s performance.
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Log calls into Ticketing System database
Escalate calls of the support line/helpline to protection director when needed.
Demonstrate an understanding and knowledge on data protection policies.
Demonstrate an understanding to the confidentiality of issues treated.
Responsibility of Beneficiaries' satisfaction:
Reports on challenges or problems which have impact on activity implementation
Monitor beneficiary complaints on social media and reach out to provide assistance.
Ensure that staff responding to beneficiary queries in a timely and accurate way, via phone, social media, or chat.
Responsibility of Monitoring & Progress Controls
Monitoring, evaluating, and ensuring employees are achieving the desired service level.
Identify and resolve problems.
The performance of contact center system is reported weekly & monthly to the head of programs.
Managing System and process improvement.
Coaching and quality assurance program.
Measuring the employee productivity upon the Key Performance Indicators (KPIs) and the general CARE’s principles monthly
• Answering incoming calls and providing response/information/feedback to queries based on standard replies and refugee database.
• Make outbound calls to refugees as requested.
• Log calls into Ticketing System database.
• Transfer open tickets/unresolved queries exported from database to concerned focal points at respective units within UNHCR.
• Demonstrating an understanding of the confidentiality of issues treated.
• Drafts and type routine correspondence relating to individual cases when needed.
• I was Chosen to support the team by following up the health & the cash assistance referrals / updates.
• I was selected to support the team by acting team leader.
• I was selected to train new staff on quality assurance and general information related to UNHCR information.
• Worked as an interpreter for delegations by explaining the nature of our work.
• Performs other duties as requested such as HV assessments, Monitoring ATM machines, ATM distribution for Refugee’s and meeting with POC’S for having a Focus Group Discussion in different Governorate.
• Providing support for the registration and the cash assistance unit.
• Having all-in-all information regarding each unit is an extra advantage.
• Adding to the above I was nominated by the Staff to represent them by being a part of the Staff Council and a member of Fire Marshal.
- Answer phones and respond to customer request.
- Sell product and place customer orders in computer system.
- Provide customers with product and service information.
- Up sell products and services.
-provide on-the-job training for new employees.
-provide feedback in required time frame during acceptance testing for product release.
Human Resources Management Course