Call Center Team Leader
ADDC
مجموع سنوات الخبرة :18 years, 1 أشهر
- Facilitating meetings with other supervisors to discuss performance issues and provide feedback on progress.
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Managing employee performance, including conducting performance evaluations (Call Scorecards) and providing feedback.
- Ensure adherence to policies for attendance and making sure that all shifts are covered.
- Conducting training sessions to help employees improve their skills and learn new processes.
- Reviewing incoming calls to determine how best to respond to customer inquiries.
- Join meetings to discuss issues or concerns with
customers or other departments within the company.
- Anticipate escalation and take over calls when needed.
Team Leader within the Contact Center, Responsible for overseeing the performance of a team of call or contact center operators. Provide leadership, coaching and support to the team when needed, and develop plans to achieve the call or contact center targets. Receive and take care of escalations from agents as well any complaints about agents and put action plan accordingly. As well help and give recommendation to WFM team to put the suitable manpower within certain time frame.
EXPERINCES DETAILS:
- Help in creating and enhance the call center KPI list and monitor the team performance accordingly.
- Create an action plans for team members who needs support and more improvement in their performance.
- Handel compliance and escalation from team members.
- Facilitating meetings with manager to discuss performance issues and provide feedback on progress.
- Managing employee performance, including conducting performance evaluations, call qualities and providing feedback to employees.
- Conducting training sessions to help employees improve agent skills and learn new processes.
- Reviewing incoming calls to determine how best to respond to customer inquiries.
- Developing and implementing new training programs as needed to support department goals Work closely with the team, motivating and coaching them.
- Keeping up to date with business development and new policies.
- Reporting to the Customer Service Manager.
- Do regular performance evaluation.
- Create a healthy and motivating work environment and atmosphere.
- Communicate with teams about their performance.
- Oversee day-to-day operation.
- Monitor team performance and report on KPIs.
- Discover training needs and provide coaching.
- Handel Escalated cases and work with other departments to clear it.
- Recognize high performance and reward accomplishments.
- Make monthly roster for the team.
- Make sure the team adhere with company calls quality and polices. and put action plans if needed.
- Train the new employee and provide them with the knowledge that they need to start their new job and make sure that they get all their needs and follow up with them until they are ready for work.
- Identifying operational problems and making recommendations for potential upgrades.
- Train and prepare agents to be ready to address clients inquiries, grievances, and issues with services or properties.
- Ensuring that agents are aware of and follow all call center policies, performance standards, and objectives.
- Addressing inquiries from the agents about ideal practices or challenging calls.
- Monitoring and assessing agent performance, offering chances for coaching or learning, and implementing remedial action as required.
- Preparing reports and conducting data analysis to help management decide on call center objectives.
- Collaborate with other supervisors and management team members to support agents and increase customer satisfaction.
- Answer calls and respond to live chat service.
- Research required information using available resources.
- Provide customers with product and service information.
- Register new customer information into system.
- Follow up customer calls where necessary.
- Document all calls information's on CRM.
- Support new agents in case of non availability of team leader.
- Help in training new agents by give them shadowing live call training.
Took up an English Language for Communication course at Cambridge International Training Centers in Sudan (Oct 2004)
Obtained certificate of experience in Book keeping from the Alassima Academy for Extra Studies & Computer in Khartoum, Sudan (May 2004)
Received diploma in Computer at El Ameed Computer Institute, Sudan in Oct 2003. Subjects: Introduction to Computer, MS Windows ME, MS Word, Excel, Access, & PowerPoint 2000 and Internet basics
Completed Quick books training at the Alassima Academy for Extra Studies & Computer in Khartoum, Sudan (Oct 2003)
Diploma in Secondary Education Ministry of Education & Youth, Dubai, UAE
Attended Visual Basic 6.0 Foundation course at IT Education Project Boot Camps in Dubai, UAE (Jun 2001)