Group Manager
Estarta Solutions
مجموع سنوات الخبرة :19 years, 2 أشهر
• Coordinating day-to-day operations of the Support team who functions 7 days a week within the Yahoo Customer Care department.
• Ensure delivering the highest quality standards of Technical and Abuse support for Yahoo users along with a timely world-class service.
• Responsible for monitoring and maintaining the measures of success which includes: individual and team quality of response, individual and team productivity, achievement of team service goals and individual contribution to the Yahoo Customer Care Department at large.
• Play a crucial role in achieving targets, through: daily workflow management, performance measurement and coaching.
Main responsibilities involve:
• Responsible for the QA processes for MENA Customer Care Team.
• Responsible for leading and maintaining the execution of MENA Customer Care Team Individual Development Plan.
• Oversee delivery of first class customer support through chats, tools and emails for multiple properties, products and markets
• Handling the queries and escalations of the team agents, concerning systems, tools, and policy guidelines
• Ensuring highest quality service standards and administration of audit process
• Ensuring Yahoo! customers are provided with timely resolution within agreed turnaround times
• Analyzing and reporting on team productivity and delivery of targets to Operations Manager
• Analyze customer satisfaction surveys and to create an action plan accordingly
• Providing input into streamlining customer handling processes and tools in terms of operations and efficiencies
• Conducting employee reviews (monthly, quarterly and annual performance reviews) and providing effective feedback; contributing to employee development planning
• Foster team spirit and high employee morale
• Support employee development through ongoing monitoring and coaching
• Manage a team of up to 29 CSRs (in-house or outsourced) who either provide general, technical and if required specific services (e.g. activation, billing/payment and retention) to inbound contacts through multiple communication channels, primarily by telephone, email and potentially later web chat, and make outbound contacts as appropriate to maintain or enhance that service and to provide 2nd line (offline) technical, billing related and administrative support (answering emails, faxes and emails) in the Contact Centre, basically managing the Trouble Tickets resolution.
• To ensure the quality of service delivery by customer service representatives and performing the necessary quality management checks. (Call monitoring)
• To assist the customer service representatives in addressing customer escalations and promoting a service oriented work environment
• To ensure that the set call centre KPIs are attained.
• To compile weekly and monthly management reports
• To assist, coach and develop the customer service representatives to ensure the delivery of the highest standards of customer service and maximize individual / team potential
• Accountable for fly Dubai project.
- Responsible for the FlyDubai Agent’s Adherence(53 Agents)
- Monitoring and Analyzing Real Time and Historical performance on FlyDubai Agents
- Responsible for the FlyDubai Knowledge Transfer
- Managing FlyDubai Back Office(Central Unit)
- Develop customer complaints process & procedure
- Organize FlyDubai work Load
- Attending all FlyDubai Team Meetings and Visits
• Manage and supervise agent’s schedule.
• Improving and developing the work cycle.
• Organizing and carrying out training sessions for new and current employees for all projects.
• Assure knowledge transfer for the company’s multiple sites (one week training in India were I delivered a full training on Customer relationship Management(CRM) in relation to the product, wide cultural Exchange, and an intensive Audit Process on different procedures and processes )
• Achieving the Cross Selling target.
• Monitoring and guiding the performance for a team of 18 agents on monthly basis.
• Providing reports regarding team performance and submitting them to Contact Center Management.
• Organizing and carrying out training sessions for new and current employees.
• Coordinating between Contact Center and other divisions in Customer Care Department which are involved in the processes such as Help Desk, Credit and Collection, and Presales Teams.
• Acting Team Leader on weekly shifts.