Call Center - Shift Manager
Contact Center Company
مجموع سنوات الخبرة :18 years, 3 أشهر
Manage 24/7 daily running for 3 projects with Saudi Telecom Company (STC) inbound / outbound :
- 902 BCP males section (Mobile Services).
- EBU QITAF (Enterprise Business Unit).
- EBU Onboarding program (Enterprise Business Unit).
Role includes:
•Work closely with each agent, coach, monitor, motivate and develop in order to reach the required standards for customer service representatives.
•Achieve individual and team targets and KPI'S against the set plan.
•Work closely with other departments to keep control on quality and maintain the service level.
•A weekly meeting with the team members to set a weekly plan reviewing the team performance, areas of development and new opportunities to be utilized.
•Coordinate with the Training department to set development programs to enhance the team technical skills and interpersonal skills.
Responsible for the daily running and management of a call center through the effective use of resources, with responsibility for both tasks: Customer Service & Telesales .
Role includes:
•Provide full training for call center staff to meet the company's standards for customer satisfaction level.
•Setting policy and procedure for the department.
•Setting and meeting performance targets for speed, efficiency, sales and quality.
•Delivering a great inbound customer contact experience.
•Enabling customers to interact with the Group by any media that they choose at the times that suit them.
•Collecting, managing and using their information in an intelligent way to contact them outbound when it is most relevant to do so, and passing them onto sales teams at the right time.
•Liaising with supervisors, team leaders and agents to gather information and resolve issues.
•Monitoring random calls to improve quality minimize errors and track operative performance.
•Reviewing the performance of staff, identifying staff training needs and planning training sessions.
•Recording statistics, user rates and the performance levels of the center, and preparing reports.
•Handling the most complex customer complaints or inquiries.
•Organizing staffing, including shift patterns and the number of staff required meeting demand.
•Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
•Establish and implement short- and long-range departmental goals and objectives.
•Conduct annual performance appraisal of direct subordinates to review their performance and recommend applicable rewards and promotions based on employee performance results.
Design, supply, installation and commissioning of an IPTV and VoD solution fully integrated End-to-End based on a turnkey project basis.
Role includes:
•Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
•Identifies resources needed and assigns individual responsibilities.
•Manages day-to-day operational aspects of a project and scope.
•Reviews deliverables prepared by team before passing to client.
•Effectively applies our methodology and enforces project standards.
•The provided service contains: nPVR, Time-Shifting, Catch-up and Start-Over TV, Video on Demand, Electronic Program Guide, MPEG4 Encoding, Selevision C-Me Service, and Audience Measurement.
Started the Technical Support Department and
performing the following duties:
•Provide client support and technical issue resolution via E-Mail, Phone and Website.
•Create and apply policy and procedure documents for the department.
•Responsible for the training to all new employees.
•Create and supervision of the user manual for two versions of Selevision Set Top Box.
•Plan administrative budget, monitor expenses.