HR coordinator ( call center )
Ooredoo
Total years of experience :12 years, 3 Months
A Coordinator with management (100 agents) for customer care in Ooredoo Kuwait communication (G.C.C outsource inbound /telemarketing)
• Assisted the ooredoo managers - Creating, modifying and generating reports and statistics to help determine and improve performance.
• Ensure residential staff Attendees daily.
• Develop KPIs and conduct monthly appraisal to review staff performance according to quality metric standards.
• Preparation and processing of interviews new batches for training monthly .
• Complete additional tasks as assigned by G.C.C Management ( invoice / salary sheets / incentive
• Achievement of department goals (adherence, team quality, resolution of staff
issues. i.e.,
Recruiting and interviewing plan for each open position
- Develop a pool of qualified candidates in advance of need.
- Research and recommend new sources for active and passive candidate recruiting. - Build
networks to find qualified passive candidates.
Improving the team and facilitating the communication among the members of the team
• Monitoring and organizing and coaching team on a day- to -day basis
*Management of the customer service team, ensuring achievement of set goals, attendanceٍ SLV & KPI etc.
*Making sure all employees adhere to company policies and procedures through regular training.
*Compliance with company policies and procedures related for administration.
*Take ownership of any customer issue, no matter how complex, and make it my mission to work for that
customer to ensure the right outcome .
*operation all outsourcing - projects and completed any complaints related Staff recruitment .
Recruiting and interviewing plan for each open position .
Facilitate and find solutions to interact to provide a high level of customer service to exceed
customer concerns.
- Evaluate customer concerns and solve problems to achieve customer satisfaction.
- Ensuring customer satisfaction in every complaint with a professional manner.
- The ability to manage customer relations and settle calls in an effective and timely manner.
- Work to achieve individual and collective based on performance standards.
- Achieve required level in serving all transactions that measured through monthly performance card