Russian&English&Arabic Team Leader
Raya Customer Experience
Total years of experience :6 years, 11 Months
- Co-operating with WFM team to control adherence, absenteeism and shrinkage by creating performance track, resulting in 30% increase in adherence and 20% decrease in absenteeism.
- Keep up with trends and happenings in the industry and ensuring commitment to COPC standards.
- Conduct regular review of all call center agents performance and organize training sessions for under performers.
- Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
- Ensure a safe and harmonious working environment for all other team members.
- Directed a team of 15-18 call center agents, achieving customer satisfaction metric (C-sat) 9 months in a row by implementing a new training program focused on empathy and problem-solving.
- Supported Training department by Initiating "Employee guide", resulting in getting faster onboarding of newly hired agents.
- Helped other sister sites by conducting training onboarding plan to their management staff and sharing best practices to make use of gained experience to meet the client's requirements.
- Entrusted by the upper managment to upskill the potential candidates to become effective Team leaders by preparing and delivering developmental sessions "Leaderahip Orientation plan", resulting in improving candidates capability to manage the performance and build trust in the relationship with advisors.
- Achieved and surpassed set all KPIs 9 months in a row, resulting in receiving the "Best Team Leader" award for outstanding leadership and team performance.
- Receiving or making a high volume of calls from or to customers.
- Striving to achieve first call resolution and maintain the quality of service provided by the call center.
- Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
- Responding efficiently to customers and creating a positive experience.
- Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
- Adhering to all company policies and procedures.
My name is Mohammad. I hold a Bachelor`s degree in Russian and English languages and have worked professionally in customer service for the past 7 years. In my current position as a Team leader, I work closely with the team, motivating and coaching them, host 1-2-1’s and team meetings, keep up to date with business development and new product lines, report to the Customer Service Manager, manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLA, and Identify areas of improvement and working on closing gaps throughout effective action plan.
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