Recruiter
Freelancer.com
Total years of experience :16 years, 1 Months
Receive recruitment requests from all departments
Writes job advertisements and decide how and where jobs will be advertised.
Screen C.V’s, interviewing the candidates and evaluates them according to the job requirements.
Prepare short list with accepted candidates and send it to the line manager
Create job descriptions.
Lead the creation of a recruiting and interviewing plan for each open position.
Efficiently and effectively fill open positions.
Enhancing the performance and efficiency of the team.
Managing people under agreed development plans.
Achieving high quality of service.
Achieve employee satisfaction/development.
Responsible for all types of monitoring the interactions with customers.
Responsible for communicating policies & procedures to Support Professionals.
Responsible for providing feedback and reports to client.
Assures compliance of metrics & procedures.
Provides feedback & coaching to Support Professionals to improve service quality.
Reviews daily, weekly, monthly and quarterly operational reports.
Assuring customer satisfaction & delivering required information to higher management level
Monitor achievements of KPI & performance report
Coaching, feedback & performance so as to develop CSR's
Looking for solutions & assessing CSR's
Check CSR appraisal & feedback to Supervisor
Monitor call volume to enhance service level
Assist, Shift handover, briefings & duties assigned by Contact center management
Communicate daily issues with team
Handle hard calls as first escalation point.
One to one & team meeting on weekly basis
Intraday management.
Interview the new candidates in Spanish as one of the phases of hiring new staff.
Watch the CSAT curve.
Try to maintain the same level on the CSAT and also develop it.
Analyze the CSAT reports and try to figure out the main reasons for the DSAT and how to handle them.
Provide a full plan for the outliers agents who don’t meet the target and how they will be on target.
Provide a weekly coaching to the agent to maintain the same level of the performance.
Provide a weekly briefing to update the agents with the new updates provided from the client.
Provide inbound sales following the appropriate guidelines and procedures for any given situations.
Achieve our team sales target by trying to offer more sales to the customers.
Handles customer's inquiries on the telephone mainly Spanish customers providing the right and full information according to the Call Center guidelines.
Effectively interprets the needs of the customers, maintain and enhance standards of quality for the service offered.
Builds a customer relationship/partnership, which adds value to the customer, leading to a long-term profitable relationship.
Shows a broad knowledge of products and services and their competitive advantages.
First level support for customers in EMEA supported countries.
Technical support for Microsoft Entertainment product.
Certified trainer.
Worked with Quality, Training and Development Dpt. as a co-trainer
On-floor support after training
I was preparing for applying for a Master degree in the university of Cairo, Faculty of Arts in Spanish studies.