Call Centre Supvisor
Cleveland Clinic Abu Dhabi
Total years of experience :19 years, 0 Months
Leader with expertise assembling, developing, training and motivating high performance teams for exceptional outcomes. Adept at developing business, performance management and resource analysis. Highly developed sense of direction with ability to lead projects, develop and deploy strategic initiatives for overall process improvement contributing to overall profit.
Duties:
• Managing the contact center inbound and back office teams.
• Setting departmental processes, workflows and strategies in alignment with higher management to achieve cooperate goals.
• Responsible for reporting and analysis of departmental performance, areas of improvement, business growth, etc.
• Sets contact center agents KPIs and quality matrix, and conducting performance reviews and yearly appraisals.
• Monitor call volumes and staffing levels to ensure efficient contact center operations.
• Responsible for all media interactions with patients directed from Facebook, Twitter, Instagram, etc.
• Ensures compliance with policies and procedures for Appointment Scheduling and all non-voice interactions through conducting auditing and process improvement mechanisms.
• Responsible for all engagement activities and initiatives for the whole business unit.
• Responsible for workforce management, planning, forecasting and reporting.
• Responsible for all Media campaigns interactions with patients, planning and reporting.
• Works collaboratively with nursing and medical departments in coordinating schedules to ensure seamless and positive patient experience.
• Supports the handling of international patients including coordination, follow-up and understanding of the international insurance business programs.
• Responsible for delivering results for key performance indicators of Contact Center.
• Relationship management of key stakeholders which include all the clients that I have mentioned.
Leader with expertise assembling, developing, training and motivating high performance teams for exceptional outcomes. Adept at developing business, performance management and resource analysis. In depth Leadership expertise in financial services, transportation and insurance industries. Highly developed sense of direction with ability to lead projects, develop and deploy strategic initiatives for overall process improvement contributing to overall profit. Well versed in: distributed leadership, developing clear performance expectations, managing to performance, development of recognition programs while motivating others to achieve outstanding results.
Duties:
• Relationship management of key stakeholders.
• Recruitment of agents, team leaders and quality analysts.
• Generating monthly/weekly reports to all stakeholders.
• Creating new proposals and contracts to attract new businesses/processes.
• Ongoing operational management of service delivery, ensuring fulfillment and cost efficiency.
• Establish strategies for regional growth to meet forecast call and web enquiries volumes.
• This will include input on organizational decisions concerning key investments and scale opportunities, as well as creatively using workforce management techniques to maximize utilization of existing resources.
• Establish communication processes with multiple contact centers in region to identify staffing challenges, call drivers, and other factors that could negatively impact service level or customer experience.
• Develop talent among team to ensure analytical steps are taken for continuous improvement.
• Frequently review routing and skilling strategies to ensure operational objectives and management priorities are synchronized and mutually supportive.
• Provide project management resources to coordinate complex sets of tasks on short- to medium-range work efforts. Develop staff to ensure appropriate skills throughout project lifecycle.
Responsible for planning strategic business objectives and also implementing systems and processes to monitor and report on performance against agreed Key Performance Indicators across all the business sectors. Complete functioning as a call center supervisor.
Duties: managing team members, customer service representatives, monitoring their calls and activities, generating reports, conducting sales campaigns, train them on the new products and services, arrange their duties, etc. Training customer service representatives at U.A.E and Egypt
about e-Life.
Calling customers and acknowledging them with the new offers and upgrades through the phone, generating contracts, closing deals, innovating new marketing methods, etc.
Multi-skills for products like: e-vision, more program, inbound sales, mobile sales, elife, etc.
Top Seller in E-vision Telesales
Top Seller in Mobile and Landline Telesales
instructing educational courses like, General English Levels, English Translation Diploma, and Ielts. Translating legal and economical documents and localization projects
responsible for making deals via e-mail regarding importing all construction equipments
and trucks and Translating all contracts.
Most Important Works: Egypt Gas company contracts (Internal Gauging Certificate, Procedure of Top Management Review, Sub-contractors Evaluation Action, etc).
Costa Coffee questionnaires (regarding customers satisfaction and the quality of the service).
COPC® Customer Journey Mapping Certification
Professional Certificate in Legal and UN Translation
Association of Language and Computer Science Experts
Translation and Linguistics