Blended Call Center Senior Supervisor
Vodafone Egypt
Total years of experience :19 years, 10 Months
• Provide feedback & guidance to direct reports on monthly basis to help reach goals (One/One)
• Efficient coordination of staffing and training requirements with other customer care areas
• Ensure consistent & proper communication among the team to shortens the gap between supervisor and agents which ensure that company news are delivered to staff on a timely manner
• Conduct a monthly meeting to all staff to share area performance & challenges
• Ensure full & timely implementation of the recognition program in the area
• Ensure that employees’ ideas are considered and working on it with the concerned teams
• Ensure that each member of staff has his own clear objective setting & evaluation process
• Seeking team feed back towards me as a supervisor (i.e. GUBA, Survey)
• Support our colleagues in the customer operation when required
• Maximum utilization of our staff resources
• Working with the team to reach target scores in NPS and FCR through giving them some tips and guidelines to do so
• Analyze the customer operation shrinkage and highlight the factors affect the budget or any abnormal trend and the reasons behind to the management team.
• Provide the call center management with appropriate and in-depth analysis and recommendation on the department’s operational performance together with improvement recommendations.
• Control and monitor the seating availability comparing it with the budgeted and provide the management team with weekly seating reports, determining the maximum concurrent available agents during peak hours and support with recommendations in case of seating problems.
• Analyze the call center calls highlighting the abnormal trend, reasons behind and recommend solutions.
• Identify the gap between Work Force needs, actual headcount, and budget defining recommend tactics that support the service level achievement through optimal utilization of the available resources.
• Generating Mid and Yearly performance report for Vodafone Egypt customer care staff
• Ensure that calls and schedules are distributed equally and the call center staffs are being utilized at a maximum level for quality and efficiency.
• Continuous analysis and comparisons between the actual historical data and the forecasted one to identify the accuracy of forecasting.
• Manage workforce management relationship with vendors to recommend Hiring based on WFN
• Knowledge and understanding of workforce Software (IEX, Genesys, PBX, Brio, Call Flash, Simba, , , etc)
• Forecasting contact volume and staffing requirements to ensure achieving target SL
• Monitor daily call centre performance and make adjustments to ensure that response time and service goals are met
• Consult, advice and work with the call center management teams to high levels of customer satisfaction.
• Provide plans to Schedule events in the best way with minimum impact on SL (i.e. Road Show, Iftar, Sohour, Training, etc…)
• Meeting deadlines with accuracy and quality to proceed with the usual required reports (i.e. Staff Plan, WFN, etc…)
• Prepare graphical and tabular analysis, and maintain Back-Up files and reports.
• Meet the actual requirement in the schedule before generation (X scenarios if needed).
• Define business rules that reflect the operational requirements for staff resources, comply with local labor or HR principles, and minimize staff surplus.
• Create different shifts patterns for the abnormal days /month “Ramadan, Feast and holidays”.
• Real time management of service levels and utilization of available resources among and within a fast moving and dynamic environment.
• Monitor agent’s adherence, exceptions to their schedules, helping in floor management (increase the productivity by controlling agents’ thresholds.
• Resource management to meet service levels and back log of each division in the customer operation.
• Analyze the unexpected events occur within the day then report it to the management team
• Complete analysis of the traffic patterns over the queue.
• Constant control over the floor to identify abnormalities and coordination with the supervisor (floor management).
• Plan and manage all off board tasks during the day based on Day SL situation
• Manage intraday unplanned off board activities due to business needs (presentations, unscheduled team meeting, prepaid data entry....) by forecasting the number of agents to be off board without affecting SL
• Send monthly report to the support services indicates the No-Show, tardiness and availability percentage of the customer operation department.
• Use IEX (work force management software) to update all kinds of daily exceptions, unplanned leaves on agents schedules
• Unplanned Leaves administration by approving and receiving forms for unplanned leaves.
• Handling all types of premium customers inquires on the spot through a direct access to all applications used by other concerned parties targeting first call resolution (FCR)
• Responsible for achieving queue target SL while scheduled as floor in addition to handling escalation calls as duty shift leader, handling inquiries via extension or mails, assigning tasks to team members, arranging off board activities, Handling outages through escalation process
• Acting as a complain management leader through a rotated schedule (Handling escalated calls + handling premium requests sent through internal applications)
• Worked on some Tasks like segmentation and Call center tracker (CCT report)
• Handling inquires of postpaid customers like “billing - corporate issues -services “
• Handling Technical issues related to (Sim/Hand set Troubleshooting -Live setting - Wi-Fi technology - Vodafone Mobile Connect card - Making connection from the Laptop to the internet wirelessly “ using IR or Bluetooth technology “).
• Handling collection issues “deals “on the spot.
• Follow up the customer complains & inquires.
• Participate in sessions to the new classes in services - new products - I care Issues.
• Technical support for 3 months at outsourcing project (DD2 - the prepaid new tariff) Handling all inquires and acting as a supervisor in all supervisory matters.
• Helping agents to fully meet and exceeding their KPI’s successfully.
Good