Customer Care Director
Nomd
مجموع سنوات الخبرة :12 years, 9 أشهر
• Manage hiring, training, retention and performance of the customer service team.
• Develop procedures and policies for better handling of customer
• correspondence and customer complaints.
• Develop strategies to increase the quality and efficiency of support to
• customers.
• Ensure all customer inquiries are handled in accurate and on time.
• Collaborate with sales and marketing team to maximize customer loyalty.
• Schedule meetings with all the company teams to discuss and resolve
• customer concerns on time.
• Build strong relationships with customers for new business development
• opportunities.
• Evaluating performance to ensure training is meeting business needs and improving performance
• Develop training manuals that target tangible results.
• Implement effective and purposeful training methods.
• Effectively manage the training budget.
• Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. Use a range of measurements to monitor, analyze and plan improvements to call-center performance. To meet these responsibilities.
• I have to make sure that my team does its best to meet customer needs by giving helpful tips on a product, making recommendations on how to resolve customer issues, troubleshooting problems and answering complaints.
• Liaising with supervisors, team leaders and third parties to gather information and resolve issues.
• Monitoring random calls to improve quality, minimize errors and track operative performance.
• Coordinating staff recruitment and liaising with HR staff.
• Reviewing the performance of staff, identifying training needs and planning training sessions.
• Recording statistics, user rates and the performance levels of the canter and preparing reports.
• Coaching and motivating staff and coordinating bonus, reward and incentive.
• Helping the WFM in the scheduling systems.
• Responsible for all the call center departments. (Quality, training, …)
• Ensure to achieve the target of the sales department
• Make interviews.
• Prepare Job analysis & Job Descriptions.
• Manage turnover.
• Put quarterly and yearly bonus system depends on performance.
• Keep tracking reports for all hired and resigned employees.
• Follow up new hires needs.
There, I worked in many projects such as:
1. QuickTelCustomer service representative.
2. HDBankCustomer service representative.
3. ECBank Customer service representative.
4. ECC Updating the database.
5. EgyNet (Egyptian Company for Networks) Team Leader.
6. Vodafone Supervisor.
*Previous Training Experience: 1. English: in the British Council. 2. Customer Care: in ECCO 3. Human Resources: HR Diploma in Knowledge Academy • Human Resource Planning • Performance Appraisal, Compensation & Benefits