Customer Service
British Council
Total years of experience :13 years, 4 Months
Customer Service and call center Supervisor
at the UK's international organization for cultural relations and
education opportunities
- Supervised the daily operations of 10 staff members in the call
centre and customer service
- Implemented targets by setting and enforcing standards for speed,
efficiency, sales and quality
- Administered quality of work checks by monitoring calls and
- preparing action plans to ensure integrity, minimize errors and
track operative performance
- Monitored the performance of personnel and prepared action
plans to identify training needs
- Revamped working aids related to everyday duties
- Prepared Avaya reports about the performance level of the centre
- Implemented processes to improve quality of service
- Prepared staff schedule to ensure demand is met
- Exceeded call quality expectations by consistently averaging