Call Center Supervisor
ECCO Gulf
مجموع سنوات الخبرة :15 years, 8 أشهر
Experience:
ECCO GULF OUTSOURCING JULY 2013 TO CURRENT
CALL CENTER TEAM LEADER
DOHA - QATAR
Managing Two Projects:
I. First Finance call center “Banking sector”
II. EZDAN Real State Call center “Real State sector”
III. Total no of agents are 21.
I. First Finance Call Center:
o No of agents are 6.
o Observing agent calls.
o Work force forecasting.
o Observing SLA & ACR %
o Scheduling.
o Offered calls, ACR%, Sales Leeds, Quality Assurance reports. “Daily, Weekly and Monthly basis”
o Team Meeting. “Monthly Basis”
o One to One meeting. “Monthly Basis”
o Coaching Meetings.
o Direct Communication with the client.
o Update the team with the last update which comes through the client.
o Agent Performance report. “AHT, ACW, Attendance, Breaks, Call type var”
o Covered unplanned leaves.
o Agents Salaries.
II. EZDAN Real State Call Center:
o No of agents are 15.
o Observing agent calls.
o Work force forecasting.
o Observing SLA & ACR %
o Scheduling.
o Offered calls, ACR%, Sales Leeds, Quality Assurance reports. “Daily, Weekly and Monthly basis”
o CRM Reports
o Team Meeting. “Monthly Basis”
o One to One meeting. “Monthly Basis”
o Coaching Meetings.
o Direct Communication with the client.
o Update the team with the last update which comes through the client.
o Agent Performance report. “AHT, ACW, Attendance, Breaks, and CRM Tickets”
o Covered unplanned leaves.
o Agents Salaries.
Managing Three Projects:
I. First Finance call center “Banking sector”
II. EZDAN Real State Call center “Real State sector”
III. McDonald’s Qatar Call Center
IV. Total no of agents are 41.
McDonald’s Qatar Call Center
o No of agents are 20
o Observing agent calls.
o Work force forecasting.
o Observing SLA & ACR %
o Scheduling.
o Cost studies
o Offered calls, ACR%, Sales Leeds, Quality Assurance reports. “Daily, Weekly and Monthly basis”
o McDonald’s Application report. “Agents orders, Cancelled orders, Hourly sales.
o Team Meeting. “Monthly Basis”
o One to One meeting. “Monthly Basis”
o Coaching Meetings.
o Direct Communication with the client.
o Update the team with the last update which comes through the client.
o Agent Performance report. “AHT, ACW, Attendance, Breaks, and no of orders”
o Covered unplanned leaves.
o Agents Salaries.
Dimensions:-
1- Will be responsible for answering the customer calls
2- Will be responsible for handling the maintenance activities in the system as per customer request.
Primary Duties and Responsibilities:-
1. Responding to customers inquiries according to the call center processes and KPIs and by the suitable approach (telephone, Fax, mail...) in the required time frame.
2. Build customers interest in the services and products offered by the bank
3. Perform maintenance activities in the system as per the customer request (blocking of cards, statement enquiry, Cheque book request etc)
4. Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery
5. Document customer queries and requests and forward to different department for resolution.
Follow up with each department the status of the customer requests and update the customer accordingly.
Key Performance Indicators (KPIs):-
1. Respond to customer queries within the given AHT.
2. Maintain the quality of calls & contacts upon standard customer service quality metrics.
Position: Call center representative:
From July 2009 till Nov 2009 at core-medium team
From Nov 2009 till April 2010 at high value team
From April 2010 till Aug 2010 at premium support team
Description -
- Own and manage the client relationship: resolving calls efficiently and effectively.
- Ensure service level agreements are met and maintained.
- Work as part of a team to ensure offering world-class Customer Service at all times.
- Be proactive in regards to the improvement of processes and procedures.
- Communicate positively with all involved parties in order to facilitate customer’s reception of the expected distinguished service.
- Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
- Mentor and support new employees.
- Use the job tools (telephone and computer) effectively.
- Meeting service level in handling all transactions measured through productivity reports.
- Accuracy in handling all assigned tasks.
- Attendance and punctuality.
- Maintain professional work relationships with colleagues, supervisor and manager.
- Teamwork spirit.
- Flexibility..
I Graduate from Cairo university at 2008