محمد أسد

Hiring Training, and preparing call center representatives to respond to customer questions and complaints.
Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Answering agents questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities.
Preparing reports and analyzing data to assist management as they determine call center goals.
Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Measure performance with key metrics such as call abandonment, call waiting. Keep management informed on issues and problems

1.Hiring Training, and preparing call center representatives to respond to customer questions and complaints.

2.Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

3.Answering agents questions regarding best practices or difficult calls.

4.Identifying operational issues and suggesting possible improvements.

5.Monitoring and evaluating agent performance, providing learning or coaching opportunities.

6.Preparing reports and analyzing data to assist management as they determine call center goals.

7.Working with other supervisors and management team members to support agents and maximize customer satisfaction.

8.Measure performance with key metrics such as call abandonment, call waiting. Keep management informed on issues and problems.

9.Ensure adherence to policies for attendance, established procedures.

1. Reviving the agent’s performance with the agent, using a formal monitoring checklist.

2. Review the post week’s events, including statistics, results and industry news.

3. Develop schedules with the agents each month to ensure call center objectives are covered.

4.Present to the Project Manager at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team and presenting a breakdown of the next weeks monitoring assignments and plan
for the team.

5.Recruit new staff and schedule existing staff to meet service level objectives.

6.Creating a forecast describing the things each agent will be focused upon; creating a detailed plan of the way in which the plan to impact team day-by-day performance. Work with management on refining and scheduling appropriate training sessions.

7.Develop training documents that support call center operations

8. Establish monthly meetings with other department’s t review call center operations

9.Keep track of attendance, daily statistics, paid time off, sick time etc. Ensuring administrative book keeping is accurate. Create and maintain files on each agent as they relate to attendance, production and reviews.