Call Center Supervisor
SmartBuy
Total years of experience :15 years, 9 Months
Participating in swot analysis and clients meetings
- Developing SMART business objectives.
- Managing and motivating my team.
- Developing training programs
- Leading quality control activities
- Leading business analysis and reporting activities
- Participating in projects and initiatives
- Developing customer support and sales action plans
- Participating in strategic and tactical planning.
- Following-up and solve Call Center IT problems
- Following-up and support Call Center requirements.
- Preparing proposals and business cases.
- Analyzing Call Center KPIs such as efficiency, service level, productivity, etc.
- Establishing a root cause and gap analysis studies.
- Maintaining business process’s new establishments and improvements
- Coordinating with external technical departments the operations and system’s upgrades.
- Implementing IT policy.
- Implement customer care policy and departments objectives.
- Lead and supervise the team. Organize working hours /shifts to optimize the resources and to evaluate the staff performance.
- Communicate with the involved parties to solve the different kinds of complains.
- Report to agent’s performance, call center efficiency and service level to assure KPIs are met.
- Identifies the training needs for all agents regarding the new services & offers.
- Supervise the new agents training and support them to insure the consistency of work.
- Control agents performance using available tools and systems like Voice Logger and Call center supervisor to ensure high performance