Customer Support Center Manager
elmenus
Total years of experience :13 years, 5 Months
• Launching elmenus’ double sides customer support team (Customer Side, Restaurant Side).
• Attract customers, retain customers and turning dissatisfied customers to loyal customers.
• Generate and maintain all the performance dashboards and reports.
• Monitor and analyze daily SLAs and re-forecast resources needed to ensure accurate trending and scheduling.
• Plan & forecast the needed resources for the support center.
• Maintaining and optimizing the agreed service levels and KPIs. (SLA, AHT, NR, ...etc)
• Follow up and respond to customer complaint escalations where necessary through all channels.
• Motivate the team to reach Service levels and KPI's set by management such as response rates, productivity and customer satisfaction.
• Recruit and design the customer support team requirements.
• Work collaboratively with elmenus team to ensure business and team objectives are met.
●Supervises and directs the Operations of Team Leaders.
●Sets the weights for Team Leaders and Advisors monthly objectives and calculates the monthly variable for incumbent’ Team Leaders.
●Appraises the Team Leaders on annual basis.
●Ensures that corrective actions are taken by Team Leaders in the process of monitoring and coaching Advisors.
●Ensures that Team Leaders adhere to monitoring schedule, as communicated by the WF unit, and makes sure that the Advisors under their management adhere to the schedules.
●Communicates with Call Center clients concerning the business / operational results.
●Applies operational, qualitative and business analysis of project operational processes.
●Updating service manual for assigned project constantly and present it and approve it from the client on quarter basis.
●Arrange for hiring calibration between the client and HR then sample the heads hired on wards as to ensure the profile agreed is maintained.
●Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark and documents case.
●Carries the responsibility of achieving targets communicated by the Operations Manager.
●Acts as focal point with the supporting functions for project/Advisor related issues (including verification of monthly invoice)Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month
●Takes action as necessary on feedback from transaction monitoring.
●Meets one-to-one with all relevant Team Leaders to communicate feedback from monthly performance assessment.
●Skip level with the Advisors randomly every Quarter.
●Holds weekly meetings with Team Leaders to review operational results and to discuss improvement steps.
●Ensures enforcement of the End-User Privacy Policies
●Perform weekly on floor audits to ensure consistency in delivering the service to the end user across all Advisors of the project.
●Supervises and directs the Operations of Team Leaders.
●Sets the weights for Team Leaders and Advisors monthly objectives and calculates the monthly variable for incumbent’ Team Leaders.
●Appraises the Team Leaders on annual basis.
●Ensures that corrective actions are taken by Team Leaders in the process of monitoring and coaching Advisors.
●Ensures that Team Leaders adhere to monitoring schedule, as communicated by the WF unit, and makes sure that the Advisors under their management adhere to the schedules.
●Communicates with Call Center clients concerning the business / operational results.
●Applies operational, qualitative and business analysis of project operational processes.
●Updating service manual for assigned project constantly and present it and approve it from the client on quarter basis.
●Arrange for hiring calibration between the client and HR then sample the heads hired on wards as to ensure the profile agreed is maintained.
●Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark and documents case.
●Carries the responsibility of achieving targets communicated by the Operations Manager.
Acts as focal point with the supporting functions for project/Advisor related issues (including verification of monthly invoice)Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month
●Takes action as necessary on feedback from transaction monitoring.
●Meets one-to-one with all relevant Team Leaders to communicate feedback from monthly performance assessment.
●Skip level with the Advisors randomly every Quarter.
●Holds weekly meetings with Team Leaders to review operational results and to discuss improvement steps.
●Ensures enforcement of the End-User Privacy Policies
●Perform weekly on floor audits to ensure consistency in delivering the service to the end user across all Advisors of the project.
serving Offshore customers.
Duties and responsibilities
Motivating and inspiring the team to surpass their potential.
Improving the team and facilitating the communication among the members of team.
Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
Creating sense of ownership within the employees and resolving employee issues, if any.
Encouraging, supporting, and motivating actively one’s peer team.
Looking constantly for development as well as continuous improvement for the entire team.
Monitoring, organizing, and coaching team on a day-to-day basis.
Communicating the company’s purpose, core values, vision to the front employees.
Ensuring that the employees follow their schedules properly as designed.
Handling escalated calls, complaints, questions, and queries as necessary.
Creating a conducive work environment for all the call center’s employees.
Carrying out team meetings and actively participating in the monthly and weekly meetings.
Documenting general reports on each team member’s performance .
Client: etisalat Egypt.
Service: Customer care(333)
Duties and responsibilities
Motivating and inspiring the team to surpass their potential.
Improving the team and facilitating the communication among the members of team.
Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
Creating sense of ownership within the employees and resolving employee issues, if any.
Encouraging, supporting, and motivating actively one’s peer team.
Looking constantly for development as well as continuous improvement for the entire team.
Monitoring, organizing, and coaching team on a day-to-day basis.
Communicating the company’s purpose, core values, vision to the front employees.
Ensuring that the employees follow their schedules properly as designed.
Handling escalated calls, complaints, questions, and queries as necessary.
Creating a conducive work environment for all the call center’s employees.
Carrying out team meetings and actively participating in the monthly and weekly meetings.
Documenting general reports on each team member’s performance .
Job Duties:
Answer customer’s calls and improve customer satisfaction over the phone supporting UAE account.
Answer inbound calls as well as assist customers who have specific inquiries
Build customer’s interest in the services and products offered by the company
Provide personalized customer service of the highest level
Update the existing databases with changes and the status of each customer/prospective customer
Arrange for the dispatch of products, information packages, brochures etc. to clients and other interested parties
Follow up the calls of the client with clerical duties which includes faxing, filling up paperwork, doing checks on credit references as well as liaising with other departments
Pleasant and friendly mannerism
Ability to comprehend, capture as well as interpret basic customer information.
Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization.
Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance.
Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.
Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments.
Analyze the various parts of a problem properly and develop logical solutions.
Quality management- look for means of improving as well as promoting quality.
Ability to make efficient use of resources.
High level of motivation.
Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed.
Good social skills.
Ability to meet tight deadlines.
Attention to detail.
A sound knowledge of telephone etiquette.
1) Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation.
2) Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes.
3) Explain products or services and prices, and answer questions from customers.
4) Obtain customer information such as name, address, and payment method, and enter orders into computers.
5) Record names, addresses, purchases, and reactions of prospects contacted.
6) Adjust sales scripts to better target the needs and interests of specific individuals.
Good