Senior Key Accounts Relation Desk- Contact Center Facilitator
DHL EXPRESS Cargo (Dubai – UAE)
Total years of experience :20 years, 6 Months
• Work closely with Team Leader to manage our team KPIs, Adherence, and incentive Reports.
• Work closely with the training department in analyzing training needs, developing curriculum, and delivering courses and ensure that the agreed training plan is active and meets the time frame.
• Work hand on hand with the team to achieve our Sales target action plan assurance.
• Call quality coaching and monitoring for my team.
• One direct team contact for ensuring attendance, forecasting, managing the floor, and being the first point of contact for advisors inquires, spot coaching, response to internal and international e-mails, and take the required action in a specific time frame.
• Verify all required packaging and paperwork for GCC and non-GCC national and international customers.
• Managing “short and long term” projects with the assigned team and ensure to action the plan according to the given time frame and communicate the results to the project manager and Call Center Manager.
• Managing VIP\ Complaint calls and traces with spot coaching for agents.
• Liaise with operations, sales, accounts, and other departments to advise them of complaints and claims in an effort to improve service and prevent recurring problems.
• Responsible for answering customer calls and inquiries ensure customer bookings and traces are actioned as per network standards and provide a competent, courteous, efficient, and proactive point of contact for customers both internal and external.
• Responsible for helping to achieve revenue targets by effectively promoting and selling DHL’s products and value-added services.
• Ensure that the target plan meets the required time frame during the entire month\ year for the entire team
• Managing and directing the daily activities of call center agents and telephone operators.
• Supervising, planning, and managing functions concerned to Call Center environment.
• Work hand on hand with the team to achieve our Sales target action plan assurance.
• Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
• Work closely with the training department in analyzing training needs, developing curriculum, delivering courses, and ensure that the agreed training plan is active and meets the time frame.
• Attending, following up and resolving customer complaints and questions.
• Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
• Practicing and ensuring compliance with that of all the organization’s policies and procedures.
• Follow up with High Profile Customers and assist my Sales team in closing the deals and achieve our quarterly target
• Track both complaints and surveys with sales and customer service teams.
• Preparing reports and charts for my team performance on weekly and monthly bases to analyze it with the supervisor.
• Liaise with CEO on Sales performance and customer service team.
• Implement, develop, and deliver the training based on the yearly focus plan.
Handling both inbound and outbound calls (English and Arabic Calls)
Providing the customers with the required information in regarding to their accounts and loans.
Follow up with customers cases throw inbound and outbound calls.
Cross and Up selling to all kinds of customers.
Follow up with my team regarding their weak points as a delegate task.
Assist in preparing the expected plan for the sales department for both products and services.
Training courses for sales and customer service teams on the new products and soft skills.
Create the Offers, Promotions, and Campaigns for the sales.
Follow up with VIP customers and give a hand to sales team in closing the deals.
Track both complains and surveys with sales and customer service teams.
Preparing reports and charts for my team performance in weekly and monthly bases
to issue it with the supervisor.
Reporting the performance of sales team and customer service to the management.
Handling the (Maintenance Contracts) with the companies, hotels and government dealers.
Specialized in: (Producing educational programs),