Italian Team Manager - Xbox Support EMEA
Xceed Contact Center
مجموع سنوات الخبرة :18 years, 6 أشهر
• Technical Support Tire-1 Xbox Support EMEA - Italian Team Manager 2010 - Till Now
Job Description:
Responsibilities "Under COPC Certification":-
- Achieving high quality of service
- Enhancing the performance and efficiency of the team
- Managing people under agreed development plans
- Achieving technical expertise and timelines of support delivered from the team
- Achieve employee satisfaction/development
- Responsible for remote audio & visual and Side-by-side monitoring of CSR‟s
- Responsible for communicating policies & procedures to CSRs
- Responsible for monitoring of call peaks vs. CSRs ‟availability”
- Responsible for providing feedback and reports.
- Assures compliance of metrics & procedures
- Provides feedback & coaching to CSRs to improves service quality
- Reviews daily, weekly, monthly and quarterly operational reports
Besides helping the agents over the Q during the pick time
- Troubleshoot any Issue regarding Microsoft Xbox Console (Hardware - Live - Billing & Save Custmers).
Job Description:
Responsibilities "Under COPC Certification":-
- Achieving high quality of service
- Enhancing the performance and efficiency of the team
- Managing people under agreed development plans
- Achieving technical expertise and timelines of support delivered from the team
- Achieve employee satisfaction/development
- Responsible for remote audio & visual and Side-by-side monitoring of CSR‟s
- Responsible for communicating policies & procedures to CSRs
- Responsible for monitoring of call peaks vs. CSRs ‟availability”
- Responsible for providing feedback and reports.
- Assures compliance of metrics & procedures
- Provides feedback & coaching to CSRs to improves service quality
- Reviews daily, weekly, monthly and quarterly operational reports
Besides helping the agents over the Q during the pick time
- Troubleshoot any Issue regarding Microsoft Xbox Console (Hardware - Live - Billing & Save Custmers).
1. Specialized in selling Preinstalled Microsoft Products "Windows + Office" under my Partnership Agreement with Microsoft "Registered Member" under ID: 1340083 Since 2005
2. Handling and supporting customers: Troubleshooting and maintenance for Hardware and Software.
3. Companies Consultant building and managing Medium and large Networks working under Microsoft Windows Server (2000 - 2003 -2008) Environment, Design and applying a Group Policy depending on the company requirements.
4. Analyze user needs, produces requirements documentation and system plans, and encodes, tests, debugs, maintains and documents programs and applications, Web Design (Using Java 2EE Language)
- Example of units: System Analysis and Design, Program Design and Development, Program Testing, Data Base Management Systems, ecommerce Development, Programming. (Using Java2EE 6.0 Language)
5. Interprets specifications, technical designs and flow charts, builds, maintains and modifies the code for software applications, constructs technical specifications from a business functional model, and tests and writes technical documentation.
- Example of units: Analysis and Design of Algorithms, Programming, Systems Design, Data Base Design, Software Development Tools, Web Page Development.
6. Design, develop, and modify, documents, tests, implement, install and support software applications and systems.
- Example of units: Programming Language (Java2 EE 6.0.), Software Engineering, Operating Systems, Programming, System Software, Systems Programming, Compiler Theory.
• Technical Support Tire-1 Microsoft TS MEA 2008 - 2010
Job Description:-
Responsibilities - Senior Agent (13-15 Agents depends on the turnover occurs)
- Enhancing the performance and efficiency of the team
- Managing people under agreed development plans
- Achieving high quality of service
- Achieving technical expertise and timelines of support delivered from the team
- Achieve employee satisfaction/development
- Responsible for remote audio & visual and Side-by-side monitoring of CSR‟s
- Responsible for communicating policies & procedures to CSRs
- Responsible for monitoring of call peaks vs. CSRs ‟availability”
- Responsible for providing feedback and reports.
- Assures compliance of metrics & procedures
- Provides feedback & coaching to CSRs to improves service quality
- Reviews daily, weekly, monthly and quarterly operational reports
Besides helping the agents over the Q during the pick time
- Receiving and Handling (Presales and post Sales) incoming calls from Microsoft Customer in MEA.
- Troubleshoot any Issue regarding Microsoft Personal Use software (Windows - Office)
- Screening any Professional issue against (Microsoft Servers - Professional Applications: Access - Visual Studio - Dynamics, ect… to the Professional Team worldwide).
• Executive Tour Operator Travco Travel Company 2003 - 2004
• Italian Airport Representative Travco Travel Company 2000 - 2003
• Ass. Reservation Manager Cataract Holding Company 1996 - 1997
• Shift Leader Cataract Hotel - Sharm El Shiekh 1995 - 1996
• Clark Room Cataract Hotel - Sharm El Shiekh 1994 - 1995
• Don Bosco "Institute of Salesian" - Collage.