Technical Support and Retail Service Center
Mobily
مجموع سنوات الخبرة :16 years, 8 أشهر
2 years responsible for the central region of iPhone maintenance.
Responsibilities:
o Manage a team of call center agents.
o Be available to affect the entirety of the team's operations.
o Manage by walking around. Be visible to answer questions.
o Take calls that agents cannot handle and be available when an agent appears to need assistance.
o Motivate and encourage agents through positive communication and feedback.
o Meet at least once each week with your team.
o Perform at least one monitoring evaluation with each agent every two weeks.
o Keep track of attendance, daily statistics, paid time off, sick time, etc.
o Present to the Project Manager at the conclusion of each week a breakdown of the past week is monitoring checklists and a written performance summary of the team.
o Recruit new staff and schedule existing staff to meet service level objectives.
o Administer training programs for new hires and existing staff.
o Develop contests, awards and themes that increase agents' loyalty and focus.
o Establish monthly meetings with other departments to review call center operations.