Call Center Technical Team Leader
Umniah Mobile Company
مجموع سنوات الخبرة :10 years, 8 أشهر
* Managing the Technical Support Team to ensure high efficiency, high level of customer satisfaction, smooth customer experience, and achieving the function KPIs
* Monitoring team members’ performance and quality of work
Monitoringandanalyzingcustomercomplaintsqueuestatus, identify the root causes, and set action plans to reduce the frequency of complaints/ cases
* Developing and improving the complaints handling cycle continuously to optimize the process of handling the customers’ complaints
* Preparing regular and ad-hoc reports and analyze the outcomes
* Managing the team’s learning & development requirements and ensuring that it is successfully delivered and provide related feedback to the management
* Assigning roles and work-load distribution, set team objectives and conduct regular informal one-on-one meetings to deliver personalized feedback and provide support to attain goals
* Conducting formal performance evaluation process for the subordinates in order to optimize workplace productivity
* Participating in the recruitment, selection, evaluation process of new employees
* Providing guidance and delegate responsibilities to subordinates to facilitate
performing different tasks to support succession planning process
* Assuring that all subordinates are following Umniah’s policies and procedures and highlight any violation for the code of conduct
* Managing economic, efficient and effective budget plan and control in alignment with the department and Umniah’s strategy
* Ensuring that employees are engaged and motivated through creating a respectful and trusting relationship with them and communicating Umniah values
* Evaluated shops’ employees and coaching them to serve customers by using professional sales, having excellent customer service skills and being efficient,
* Monitored and reported all abuse transactions, validating incoming reports related to shops transactions through CRM system,
* Delivered training and induction session for new hires on how to use Oracle, RPMS and other applications,
* Designed and delivered full training plans for retail channel that include hard and soft skills such as the usage of systems (POS, CRM),
* Coordinated and announced new offers or campaigns with other departments for face-to-face front liners,
* Initiated new projects to increase shops VMS’ achievements through digitalizing work method, proposing a new POS and CRM systems optimization
* Evaluated current processes and transfer them into a digitalized ones aiming at enhancing customer experience.
* Analyzed shop employees VMS’ achievements, enhancing their strength through delivering training sessions on quarterly basis.
x Supervised contracts reconciliation on a weekly basis with high level of accuracy; accurate submission of daily money reconciliation x Performance management of three staff members to better meet targets; advise on area of weakness and enhance their strengthens which resulted in high VMS outcomes x Provided solutions for staff when obstacles occurred, continuous coaching for colleagues to deliver excellent customer services x Effectively market undesired products, processing stock-return within guidelines and procedures x Extracted and analyzed queue system and sales reports to better manage staff performance and advise accordingly x Meet Umniah quality assurance system standards by being selected one of the top five for the VMS across West Amman
x Analyzed customers need to meet objectives thus professionally market Umniah services resulted in increase above assigned target x Represented Umniah value added services, data and GSM lines x Contributed to Umniah's marketing strategy and raising customers' awareness and loyalty resulted in being one of the "Monthly Starts" as part of the mystery shopping monthly results x follow up with customers feedback, complaints and seeking solutions with the relevant departments x Evaluate of customer cases and advice accordingly to better serve clients and enhance Umianh's reputation