Enterprise Vetting & Activation Senior Supervisor
Vodafone Egypt
Total years of experience :20 years, 3 Months
To ensure that the team results are meeting the predefined goals in terms of productivity and quality
Eliminate any wrong transactions that might lead to customer dissatisfaction or revenue loss
Ensure zero backlogs and violated SR.
Ensure that rejection percentage not to exceed the agreed percentage
Activation SL not less than 85%
Ensure a consistent world class customer experience related to activation in all touch points
Ensure providing the corporate sales and retail tailored activation solutions and differentiated treatment based on commercial target, new and existing requests.
Build a strong relationship with sales to achieve VF goals linked with customer obsession
Ensure achieving high authorized experience results
Insure handling the authorized inquire/complaint from the first contact
Conducting healthy calls to stagnant accounts
To ensure regular communication, building strong relationship with all customers as well as make sure that accounts has no pending cases
Ensure proactive welcome call and visits for new accounts once receive the account
Proper utilization of queue login time as well as scheduled off board time
Ensure achieving collection target through ensuring following right collection process
To ensure quality of payments to all subs
Maintain zero never paid accounts
Ensure effective and efficient day-to day performance of Enterprise Contact Center agent
Ensure the adherence of the team members to the Customer Operations Department policies, procedures and standards.
Provide support to the team members to successfully handle difficult authorized customers by providing guidance, empowerment, alternatives and solutions.
Develop and improve processes to maintain the highest level of customer satisfaction.
Provide a high level of quality monitoring to ensure a dedicated continuous progress of the team.
Handle customers’ complaints/escalated cases in timely manner that ensures the maximum customer satisfaction
Ensure a cost efficient quality of service.
Deliver and improve productivity volume of business, achieving agreed SL targets.
Ensure providing an end to end ownership and world class customer experience.
Participate in relevant UAT, taking part in implementation, analysis, insights, and recommendations steps.
Ownership of Products/Services end- to- end lifecycle, in alignment with all stakeholders.
360 VF way strategy role modeling.
Develop and deliver KPI’s for segment team members.
Ensure effective and efficient day-to day performance of Call Center representatives.
Ensure the adherence of the team members to the Customer Operations Department policies, procedures and standards.
Provide support to the team members to successfully handle difficult customers by providing guidance, empowerment, alternatives and solutions.
Develop and improve processes to maintain the highest level of customer satisfaction.
Provide a high level of quality monitoring to ensure a dedicated continuous progress of the team.
Handle customers’ complaints/escalated cases in timely manner that ensures the maximum customer satisfaction.
Assess/ report the findings and recommend corrective and control actions.
Design and measure in coordination with the Workforce Optimization Manger the inbound and outbound quality call standards against which the agents' performance and the quality of service will be measured and evaluated.
Lead a team of QAS responsible for monitoring calls and evaluate agents' performance concerning the quality of service offered for both inbound and outbound calls.
Evaluate overall "Service Quality" of calls for all call activities within the customer operations and recommend necessary actions to increase and enhance the quality of service.
Lead a team of QAS to perform mystery-shopping calls to CSR's in order to ensure accurate and consistent information delivery to our customers and identify training needs if required.
Monitor inbound and outbound calls and evaluate agents' performance concerning the quality of service offered.
Perform mystery-shopping calls to CSR's in order to ensure accurate and consistent information delivery to our customers and identify training needs if required.
Capture and report customer comments towards continual product and services development.
Give recommendations for products, policies systems and process improvements based on the customer experience and feedback.
Conduct business simulation to new hires and assess in the certification process.
Contribute to quality workshops to new hires and existing employees.
Analyze and extract findings and solutions from the whole month observations.
Contribute on preparation of the monthly report presented to customer operation managers and director.
Handle all customers inquiries and requests through the phone.
Deliver the right information with maintaining the highest quality results
To apply FCR concept and own the case till solving the customer problem
Close monitoring of the traffic over the queue through CCpulse++ application.
Maintenance of the service level objective and managing resources according to the demand in each area through Total View IEX.
Review and analyzing of daily reports on pattern of calls.
Weekly and Monthly reports of all team members thresholds.
Daily and periodic reporting on the service level and its abnormalities to supervisor.
Reporting on system outages to the responsible department.
Mentoring of new employees in the team.
Graduated from Oruba Language School Graduated from Faculty of Commerce, Cairo University