Call Center Supervisor
Namshi.com
Total years of experience :14 years, 2 Months
Responsibilities:
• Assist in the formulation of targets for individuals and teams
• Hire and onboard new employees
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as abandoned calls and AHT.
• Ensure adherence to policies for attendance.
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports.
Responsibilities:
• Setting the rules and regulations.
• Analyzed call volume and average call time and waiting time to monitor
Customer service representatives Performance and productivity.
• Setting and meeting Key Performance Indicators: Abandon Rates, AHT,
AWT, SL & FCR. Monitor daily delivery sales reports.
• Manage flyers distribution campaigns.
• Provide Soft skills training to the Call Center Executives and drivers.
• Maintaining a healthy working environment between call Center Staff and drivers.
• Reviewing Call Center Executives and drivers performance using a formal
monitoring checklist for call center and POS system for drivers
• Motivate and encourage agents through positive communication, feedback &
solutions.
• Keep track of Call Center Executives and drivers attendance and daily
statistics.
• Handling escalated calls from angry customers.
• Works with managers, staff and other employees to meet customer
needs in a responsive, efficient manner.
• Meeting organizational standards for the contact center.
• Ensure Contact Center executives constantly aware of new updates
on projects. Maintaining SLA’s (Service Level Agreements).
• Provide reports to Marketing department constantly and suggest ideas to grow
businesses.
Contact Centers Managed:
o Global village
o Dubai Tennis Championship - Dubai Duty Free Dubai
o International Financial Center
o Hamdan Bin Mohammed Smart University.
o Khalifa Fund
o Ministry Of Economy : Consumer Rights
o SAAED for traffic systems
o Emirates Vehicles Gate ADH Police
o Dubai Public Prosecution
o GCAA (General Civil Aviation Authority)
o ESMA (Emirates Authority for Standardization & Metrology)
Responsibilities:
• Preparing Reports for clients.
• Monitor the adherence of the Rules & Regulations.
• Analyzed call volume and average call time and waiting time to monitor Customer
service representatives Performance and productivity.
• Setting and meeting Key Performance Indicators: Abandon Rates, AHT, AWT,
SL & FCR. Provide Soft skills training to the Call Center Executives.
• Maintaining a healthy working environment for Call Center Staff.
• Reviewing Call Center Executives performance using a formal monitoring
checklist.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls
waiting and abandoned rate.
• Motivate and encourage agents through positive communication, feedback &
solutions. Keep track of Call Center Executives attendance and daily
statistics.
• Prepare Scorecards (Punctuality & Performance) for Call Center
Executives and motivate good performers/guide bad performers.
• Spending four hours or more per month receiving calls in times of
pressure understanding what contact center agents are facing.
• Works with managers, staff and other employees to meet customer needs in a
responsive, efficient manner.
• Meeting organizational standards for the contact center.
• Setting plans & solutions to improve the contact center.
• Prepare suggestions and ideas to IT department to improve CRM system.
• Ensure Contact Center executives constantly aware of new updates on projects.
• Maintaining SLA’s (Service Level Agreements).
• Provide reports to Business Development Department constantly and suggest
ideas to grow businesses.
• Budget planning.
Training & Development projects:
• Ajman University of Science & Technology (Contact Center Soft skills training)
• Zayed University (Study plan and Converting Operators to an Active Contact
Center)
• Noon & Kabab Restaurant chain (Study Plan for their Delivery Call Center and
achieved around 30 Thousands monthly savings).
Responsibilities:
• Responding to phone calls.
• Inserting/Entering data.
• Met or exceeded service and quality standards every review period.
• Improved call center functionality and service capacity by resolving
customer complaints efficiently and quickly.
Scientific certificate