Head Of Contact center
direct aid
مجموع سنوات الخبرة :13 years, 9 أشهر
null
• Handle Relationship with Brokerage offices / individual
• Production Analysis and forecasting and provide reports to senior managements on market selling Rate
• Manage Team of Underwriters to ensure the efficiency of Polices issuance
• Retain Existing Clients by providing Extensive Report on the Policies activity ( Renewal, Endorsements, Claims )
and Responsibilities:
• Helping to build good customer relations
• Recruiting staff and doing appraisals
• Training and development
• Handling complaints and queries (External and Internal)
• Oversea the department performance and KPI
• Align the goal and objectives of the regional managers to the same station
• Manage the company Outlet, and average Waiting time of walking customers.
Mohamed Hamdoun
ــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــــ
Page 2
5/2016-5/2017 Posta Plus Dajeej, Kuwait
• Managing a portfolio of accounts.
• Monitor A Team of Inbound & outbound Agents
• Give coaching and training Session for New joiners
• Handle Complaints Escalated by Agents and provide solutions
• Assign Daily Tasks and Special projects to the Agents
• Monitor Key Accounts customer Activity and make sure Company`s services meets their expectation.
• Enforcing Rules and regulation and making sure Management`s plans are implemented.
• Monitor Agent`s KPI and Report it to Managements.
and Responsibilities:
• Provide coaching and training for current and new staff to meet company`s KPI and
service level
• Handle all related complaints through outlet
• Manage a Team of call center outbound & inbound
• Coordinate with marketing department to implment and Monitor Company`s campaigns
and promotions
• Evaluate Call Center calls in a quarter basis
• Hire and maintain the department low turnover
• Monitor and ensure the SLA for All Special Projects
• Delegate all Tasks for Back office Team
5/2014-5/2016 Posta Plus Dajeej, Kuwait
Customer Service and Call Center Supervisor
Duties and Responsibilities:
• Managing a portfolio of accounts.
• Monitor A Team of Inbound & outbound Agents
• Give coaching and training Session for New joiners
• Handle Complaints Escalated by Agents and provide solutions
• Assign Daily Tasks and Special projects to the Agents
• Monitor Key Accounts customer Activity and make sure Company`s services meets
their expectation.
• Enforcing Rules and regulation and making sure Management`s plans are implemented.
• Monitor Agent`s KPI and Report it to Managements.
and Responsibilities:
• Supervises and ensures high accuracy of stocks and the delivery of materials and
products. Maintain invoices of supplies, and keeping records of all materials, products
and items.
(AOU)