call center team leader
orange jordan
Total des années d'expérience :17 years, 4 Mois
o “Call Centre Team Leader” 2010-till now at Orange Jordan
Main responsibilities:
• Interview and recruit call center agents.
• Develop and motivate call center team.
• Monitor mobile call center efficiency & SL and react according to the emergent daily changes.
• Monitor call center’s activities and performance.
• Monitor and enhance cross/up selling activity within the call Centre.
• Do on-Floor team support.
• Evaluate call center team.
• Set call center objectives (team and section Objectives).
• Feedback and report call-Centre information needed for analysis.
• Coordinate and escalates business cases with customer care Back office, Risk and Marketing.
Coaching Expert” 2007-2010 at Orange Jordan
Main responsibilities:
• Monitor call center's activities and performance.
• Evaluating and monitoring call center agents.
• Acting as technical expert to share knowledge of procedures with agents demonstrating effective interaction.
• Identifying any gaps within the team, providing solutions, and coaching where appropriate, highlighting any ongoing performance issues to customer care management.
• Developing partnership with the agents, and targeting and establishing achievable objectives.
• Developing action plans with the agents to enhance productivity and quality.
• Optimize team spirit.
• Reporting any violation of customer service policy or customer handling process to customer care management.
• Monitor and control cross up selling activities, report directly to the customer care manager with daily cross up selling status, in means of number of services sold, number of agents, and overall quality status of the agents.
Philadelphia University 2002-2005, Bachelors' degree in Accounting.
Amman College (Albalqa University) . 1998-2000, 2-year Diploma in Accounting.
Al shamelah high school 1995-1996, High School Certificate (Tawjihi)