Duty supervisor inbound
Air Arabia Morocco
Total des années d'expérience :11 years, 7 Mois
Team manger
Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management
handling inbound, outbound and non voice compaign for 102 agents., and 2 team leaders.
arrange schedule and transportation for the staffs.
coach and flow up the performance by agent and by team.
follow agent KPI’s and call center
handling calls, social media platform
handling customer calls, complaint and request, handling social media tasks ( facebook, twitter ....)
Currently working as front desk agent in Rotana, handling guest check in and check out,
blocking rooms for VIP and room amenities. Meeting and greeting guest on arrival,
coordinating with the Housekeeping department for room availability.
Check in, check out, facturation, oriented les clients, Gerer in equipe des baggagistes et des voituriers,
Internship management
Full customer service support
service a bord ; accueil , orentation ; assiste .;;;
flight attendant
Restaurant