Customer Service Manager
The Blue Group
مجموع سنوات الخبرة :3 years, 11 أشهر
● Leading TBG Call Center catering to 7 different lines of businesses through various modes of communication. (Voice Calls, Business Whatsapp, Live Website Chats and Email Support)
● Setting, driving, and maintaining call center KPIs, Customer Experience (CE), Net Promoter’s Score (NPS)Accurate Case documentation (ACL), Average handling time (AHT), First call resolution (FCR), Quality Audits Scores.
● Overseeing the quality control and regular coaching and feedback for the agents as per the process and the quality scores achieved.
● Documenting and reporting on a bi-monthly frequency the achieved KPIs and its effect on the team and business overall.
● Undertaken Multiple Projects as below.
o Created the Policy and procedure for the Call center Team (Process of Inbound and Outbound Calls, Business WhatsApp, and Live Website chats.)
o Created KPIs and Stack ranking process for the call center agents to manage and track performance, hence driving ownership.
o Implemented a quarterly rewards program (For Call center agents) purely based on their KPIs.
o Trained and raised awareness about Salesforce CRM across functions - (Call center, Service, Delivery, Loyalty and Store operations)
o Lead the process improvement planning along with Department Heads for specific CRM modules.
o Executed the customer service survey program to collect Customer Experience and Net Promoter’s Score feedback.
Passed with distinction