Team Leader
ADCB bank
Total years of experience :19 years, 11 Months
• Prepares annual, quarterly and monthly report for sales, quality and productivity.
• Work together with colleagues from other departments to improve efficiency and overall service delivery.
• Give prompt reports on crucial issues to direct senior officer, suggest answers where obtainable.
• Supervise essential key account possibilities.
• Make propositions, give suggestions and designate sales target and job obligations to each staff.
• Appraise performance of staff; give suggestions, reward or award punishment and offer proposals on dismissal of personnel where applicable.
• Recommend hiring additional staff and make required resources available to accomplishing target objectives and goals.
• Solicit for other job duties needing attention to enhance service and improve customers’ contentment to a reasonable extent.
• Take part in interview of candidates while supporting decision making to hire successful applicants.
• Offer inspiration and training of internal sales personnel on how to attain business sales objective.
• Assist team managers to intensify sales via training on sales methods.
• Generate action plans to enhance performance and productive capacity of underperforming personnel.
Additional Job Responsibility (WFM & MIS Team Coordinator)
• Co ordinate with WFM Team for Contact Center Call volume forecasting (interval wise).
• Prepare Call forecasting and ensure the maximum accuracy on the set parameters.
• Review working schedules to insure the efficient availability and the occupancy.
• Analyze Contact Center metrics and provide direction to management on possible improvements in scheduling, call routing and business model to meet departmental goals and KPIs.
• Manage long-term forecast / staff plan and leads monthly staff plan.
• Work with Training and Operations to coordinate multi-skill training for existing agents.
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements.
• Analyze and report employee performance including schedule adherence.
• Recognize and recommend operational and support improvements.
• Coordinate with the SMS Banking Department / E-mails / campaigns in scheduling Timing and customer bases, scheduling required number of staff to handle volumes and reduce available time and improve center efficiency.
• Providing mentorship to a team of 15 members.
• Analyzing and reporting various business metrics.
• Check the process headcount, scheduling as per roistering,
• Schedule adherence, Productivity etc.
• Conducting audits, identifying training needs & assisting with classroom, refresher and on-the-job training within the group.
• Preparing Monthly Performance Review of the team members and sharing Plan of Action for the next month.
• Participating in Calibration sessions with the Quality Team and the Client.
• Analyzing data and conducting Developmental and Motivational feedback sessions across the teams.
• Grooming agents for next level- SME Role, Mentors etc.
• Outsourcing responsibilities to agents, which help them, understand process better.
• Developed CSAT improvement plan, which helped Program to achieve CSAT from 75% to 80% consistently.
• Creating, compiling and presenting process performance levels to senior management monthly on MS PowerPoint.
• Generate Sales (based on leads captured by the Inbound Service team) for the US/Canada and UK/Europe side of the business.
• Motivating team members to achieve targets set by the company.
• Setting daily, weekly and monthly Sales targets and ensuring the same is achieved.
• Recognize knowledge and skill gaps in team and organize training workshops to cover these gaps.
• Tracking the Sales conversions on a daily/weekly basis and updating the Team of their individual performance in addition to the Units achievement.
• Identify changes in existing processes and recommending new processes that help in maintaining.
• Responsible to resolve customer queries related to printers (Home User)
• Based on my performance I was selected for outbound calls (Cooperate Customer queries)
• Serve as an escalation point for any service lapse and ensure customer retention.
• Systematically following-up cases referred to backend for speedy resolutions.
• Highlight major problems/PI's (Problem Incidence) which impact the Units performance and provide suggestions to the Team Leader to avoid future recurrence.