Operation Team Leader
ECCO
Total years of experience :17 years, 7 Months
Team Leader In ECCO Call Center for Palm Hills Developments, Style Treasure,
JCC “Aljazeera Children Channel Jeem TV” and Magdy Yakoub Foundation (April
2013 till now)
Support the team, delivering front line customer services to ensure resolution of
enquiries and complaints at the earliest possible opportunity managing projects and
agent’s performance.
Monitor agents’ transactions and performance and report the performance to the direct
manager on a regular basis with the suggested action plan, preparing presentations for
the projects performance and analysis to provide to the client.
Ensure that the team follows established procedures for each service request; adhere to
agreed Key Performance Indicators, Service Level Agreements and quality standards.
Meet the agents on One to One monthly basis to brief the agents on their performance
and decide upon the action plan.
Be available for the team that experience work and/or personal problems providing
appropriate coaching, counseling, direction and solutions.
Manage the technical part of agent’s interview process.
Prepare performance figures to the client (QBR) and daily/weekly/ monthly reports as
required
Respond to clients’ inquiries and complaints accurately and within a certain time frame.
Prepare salary sheet and the account’s invoice on monthly basis.
Act as the focal point between the company and the client.
Prepare and send monthly (or as required) figures and analysis.
My Job description: is to receive calls and handle customers' inquiries and complaints.
Responding to the customers' inquiries and that according to the Call Center processes and KPI’s and by the suitable approach in the required time frame, escalating Problems to the 2nd support level using the Call Center escalation logging tools and Processes, full knowledge of project processes related to client, and contributing in other projects if it is requested.
Project: Palm Hills Developments.
an accountant, book holder and auditor.
responsable for the sales and administration