Call Center Manager
Lactalis group
مجموع سنوات الخبرة :19 years, 0 أشهر
1. Initiating, operating and managing the new business unit (Call Center Unit) with the aim of introducing BPO to the company’s services list..
2. Designing and implementing all call center related processes, forms, manuals, training material…etc.
3. Developing the profile, sales kit and email campaigns for the newly introduced service.
4. Locating potential business deals by contacting potential partners; discovering and exploring opportunities.
5. Analyzing market strategies, deal requirements, potential, and financials; evaluating options; resolving internal priorities; recommending equity investments.
6. Maintaining relationships with current clients and identify new prospects.
7 Interviewing and selecting the customer service department team members.
8. Setting up and planning the department’s goals, objectives, KPIs and revenue schemes.
9. Observing and enhancing the quality of the service provided by the team members.
10. Monitoring and assessing customer service supervisors, team leaders and agents.
11. Ensuring that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
12. Continuously working on improving the customer service applications and procedures.
13. Control resources and utilize assets to achieve qualitative and quantitative targets.
14. Adhere to and manage the approved budget.
15. Maintain an orderly work flow according to priorities.
16. In charge of different accounts covering diverse sectors.
1. Planning, organizing and directing customer service activities (Customer Service Offices and Contact Centre).
2. Allocating and delegating tasks to the Supervisors and Team Leaders and controlling the quality and quantity of work achieved.
3. Managing and administering various shifts to ensure proper staffing at peak hours.
4. Ensuring that all Customer Service entities apply good practices, the KPIs are met and offer the highest standard of Customer Service.
5. Initiating and coordinating action plans to avoid recurrent complaints.
6. Solving and investigating customer’s long-standing or complex problems passed on by the customer service supervisors/team leaders/ representatives.
7. Analyzing data or statistics to identify the customer service level, the organization is providing.
8. Ensuring that Customer Service business processes and procedures are designed and implemented to meet customers’ expectations (customer-oriented processes) and company expectations (efficiency, security, quality of service and control).
9. Assigning targets and objectives to the different Customer Service entities.
10. Training and coaching Customer Service staff and particularly the Supervisors and Team Leaders.
11. Conducting staff performance appraisals.
12. Communicating with internal and external customers on any service related issues.
13. Conducting customer satisfaction surveys and customer service performance analyses.
14. Recommending methods to maximize profitability by Ensuring that the Customer Service activities are carried out with the maximum efficiency, security and controls.
15. Monitoring and enhancing the quality of the service delivered by the different Customer Service entities.
16. Maintain an orderly work flow according to priorities.
1. Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
2. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
3. Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
4. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
5. Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
6. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
7. Accomplishes information systems and organization mission by completing related results as needed.
Improve customer service experience, create engaged customers and facilitate organic growth
8. Take ownership of customer's issues and follow problems through to resolution
Set a clear mission and deploy strategies focused towards that mission
9. Develop service procedures, policies and standards
10. Keep accurate records and document customer service actions and discussions Analyze statistics and compile accurate reports
11. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
12. Keep ahead of industry's developments and apply best practices to areas of improvement
13. Control resources and utilize assets to achieve qualitative and quantitative targets
14. Adhere to and manage the approved budget
15. Maintain an orderly work flow according to priorities.
1. Handle departmental analysis and reporting of the overall work flow and staff productivity.
2. Manage the distribution of the work load among the team.
3. Monitor the accuracy of the actions taken by the team according to processes.
4. Increase customer satisfaction through proper implementation for customer requests within agreed on Service level.
5. Ensure the implementation of established processes and procedures of corporate customer support.
6. Revisit & adjust different process to enhance the level of service provided to customer.
7. Report department productivity to management.
8. Coach and evaluate direct subordinates to develop their skills and increase productivity.
9. Lead, manage, motivate and develop teams in a high volume, high-pressure customer oriented environment.
10. Motivate team members through encouraging, rewarding which results in employee satisfaction & loyalty to the company.
11. Coach agents who have a bad attitude or low performance.
12. Ensure that resources are efficiently deployed and performance standards are achieved.
13. Set & plan for staff regular meetings including (one to one / monthly meeting).
14. Maintain updated documentation of all representatives personal files. To be measured through the managers observation.
15. Review of the entire segments KPIs of the team monthly to identify any areas of development, and take any proper needed actions.
16. Ensure that all agents are updated with the latest technology updates from our network perspective and all related technologies to be integrated with.
17. Ensure accurate implementation of quality standard, company policies & procedures.
18. Develop work flows for better team member's utilization for better customer experience.
19. Provide back up support help to all the team members in case of escalations.
20. Managing SLA% agreements with concerned areas.
1. Set and build all process and structures for the all new account levels.
2. Responsible for handling a team of 3 - 4 team leaders contains 50-75 employees and supervising their work successfully.
3. Reporting daily, weekly and monthly figures report for our Queue achievement.
4. Gather and analyze daily and monthly performance data.
5. Supporting in the hiring process for new call center agents.
6. Helping create or maintain policies and procedures.
7. Conduct one-on -one performance evaluations with leaders per month /year.
8. Evaluate team monthly performance and deliver it to top management with suitable suggestions for enhance these figures.
9. Supporting top management in operations related issues.
10. Supervise and coordinate activities of workers engaged in call center activities.
11. Manage multiple telemarketing campaigns ensuring programs are monitored.
12. Development, implementation and oversight of outbound acquisition sales programs.
13. Ensure telemarketing data is accurate and all data transfers are completed per campaign schedule.
14. Review vendor rep. training; Develop best practices for outbound channel.
15. Monitor daily results and prepare weekly and monthly analysis reports for client management.
16. Measure and monitor to ensure all key performance metrics are met.
17. Gather and analyze daily, monthly and yearly performance data.
18. Delivery of quality and productivity targets and indicators.
19. Daily real time monitoring for: calls flow, service level, floor work force.
20. Conduct Team Leaders meeting on weekly basis and with CSRs on monthly basis.
21. Appraise Team Leaders and CSR's (in coordination with TL's) and provide feedback to manager on the overall performance.
1. Ensure delivering the optimal customer service experience to the Orbit Show Time customers across the MENA region.
2. Handling all types of customers' requests, enquiries, and complaints in a very professional and decent manners even at the most difficult situations.
3. Implementing the newly adopted slogan " Customer first " as a general methodology to gain customers' satisfaction.
4. Providing advice and assistance to the customer care advisors within the contact center.
5. Playing a key role in the process of coaching and training of the new hired employees as part of the seniority role.
6. Preparing statistics regarding the number of received, answered, and abandoned calls upon delegation.
7. Provide excellent after sales support - maintain and retain customers.
8. Answer general inquiries - e.g. programming, billing, and TV guides request.
9. Technical support.
10. Information and data collection.
11. Maintain and update customer information.
1. Managing day-to-day planning and operations of the team agents on the floor.
2. Providing regular coaching and action plans to staff members in order to develop their skills, increase productivity, and to meet with the required service level components and KPIs targets.
3. Conducting monthly performance appraisals for the team in order to identify any areas for development, and take any proper needed actions.
4. Providing feedback, coaching and ongoing development to meet with client and end user expectations.
5. Managing ongoing team meetings with the staff including (one to one / monthly meeting).
6. Communicating to Call Center Agents any new requirements, changes, updates on all support related information as well as company information.
7. Consistently monitor team members calls to proactively
8. Identify potential problems and to ensure accurate implementation of quality standard, company policies & procedures.
9. Develop relationships within the supporting business functions to help resolve common operational issues.
10. Ensure Agent performance metrics are achieved, i.e. Absenteeism, Knowledge test, AHT, quality monitoring, adherence, tardiness..etc.
11. Documenting coaching and performance review forms for future review.
1. Provide world-class directory information service to UAE customers in an accurate, efficient and courteous manner on every call.
2. Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information
3. Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.
4. Offer special assistance to persons such as those who are unable to dial or who are in emergency situations..
5.Perform clerical duties such as typing, proofreading, and sorting mail.
Hospitality/Hotels, Consumer Services.
1. Assist in the day-to-day operation of the hotel front office.
2. Supervise the operational activities of the hotel front desk within hotel guidelines
to provide the highest standard of courteous service while permitting acceptable
profit levels.
3. Assign, coordinate, and supervise work activities of Front Desk Agents.
4. Ensure work is completed to include, shift closings, room deposits, refunds and
rebates.
5. Train and develop Front Desk Agents. Prepare staffing schedules, complete
payroll, and monitor labor costs to budget figures.
6. Prepare and conduct Front Desk meetings and resolve issues.
7. Perform house counts and review daily arrivals, identify potential problems with
rooms activity and take appropriate action.
8. Provide information and direction to staff to achieve 100% occupancy.
9. Review and resolve dispute accounts and Housekeeping discrepancies.
10. Prepare a shift briefing to communicate activities, short take training, and any
problems and/or special information to the next shift.
11. Perform check-in and out procedures.
12. Take personal responsibility for correcting customer service problems.
Hospitality/Hotels, Consumer Services. Company Size:
1. Greets, registers, and assigns rooms to guests.
2. Issues room key to guest.
3. Responsible for proper key control and other security measures.
4. Answers telephone in absence of telephone operator.
5. Transmits and receives telephone messages and sets up guests wake-up calls.
6. Date stamps, sorts, and racks incoming mail and messages.
7. Answers inquiries pertaining to hotel services, registration of guests,
shopping, dining, entertainment, and travel directions.
8. Keep records of room availability and guest's accounts. Operates the front
office computer system. Makes photocopies if needed.
9. Computes bill, collects payment, and makes change for guests.
10. Makes and confirms reservations.
11. Posts charges such as room, food, liquor, or telephone, to guest folio.
12. Makes restaurant, transportation, or entertainment reservations for guests
13. Deposits guests valuables in hotel safe or safe deposit box.
14. Checks out guests and inquires about their stay.
15. Actively builds awareness of the Brands to guests.
16. Provides and ensures high-quality guest relations. Receives and resolves
guest complaints in a manner consistent with hotel policy. Makes Manager on
Duty aware of any guest complaints.
17. Maintains the desired levels of quality assurance ratings, including
guest comment cards, accounting audit and inspection scores.
18. Confers and cooperates with other departments as needed to
ensure coordination of activities.
19. Works toward a 90% walk-in conversion rate goal.
20. Ensures Inn compliance of all Hotel policies and procedures.
Studied Subjects: Social Services Graduation project : Descriptive study of how to apply the social service in homes of elders.
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.