Call Center Manager
The Bakery
مجموع سنوات الخبرة :20 years, 7 أشهر
-Lead the call center team to promote service-oriented environment focused on customer satisfaction.
-Conduct routine daily/monthly customer surveys to discuss their service satisfaction.
-Develop KPIs and conduct monthly appraisal to review staff performance.
-Generate Daily/Monthly reports and analyze statistics presenting them in a professional presentable.
-Work closely with the call center team to maintain a high quality of customer experience.
-Monitors and improves morale through application of effective leadership, coaching skills, and recognition of team performance.
-Ensure professional and courteous support to customers while leading operations and coaching team members to maintain service quality.
-Follow up closely with department managers to find out strengths and weaknesses points.
-Daily follow-up with the Factory & Dispatcher managers to know the course of action.
-Follow up on cases that require intervention for a quick solution.
-Monitoring customers’ orders on deliveries and ensuring their effectiveness
-Monitoring with the team the overall orders on a daily basis.
-Involves and engages team members through process improvement discussions, follows-up on suggestions, and regular communication.
-Ensures consistent administration, compliance and application of policies and procedures. -Provide feedback to both management and team members. Make recommendations on activities of staff regarding training, motivation, product/customer knowledge, etc.
-Provide status reports to management. -Promotes and maintains a high quality, professional, service-oriented company image within the team and with the customers.
-Provide prompt support to all company members team including escalation and information resource.
-Develop call center team and facilitate training's new hiring resources with HR. -Complete additional tasks as assigned by Management -Foster excellent relationships with all company’s departments and maintain effective cross-functional communications.
-Follow up closely with doctors to find out strengths and weaknesses points.
-Daily follow-up with the medical records team to know the doctors' course of action.
-Follow up on cases that require intervention for a quick solution by the reception staff
-Daily follow-up with the pharmacy to monitor and know the availability of medicines.
-Monitoring patients' appointments and ensuring their effectiveness
-Monitoring with the team the referral patients on daily basis.
-Monitors and improves morale through application of effective leadership, coaching skills, and recognition of team performance.
-Involves and engages team members through process improvement discussions, follows-up on suggestions, and regular communication.
-Ensures consistent administration, compliance and application of policies and procedures.
-Ensure professional and courteous support to customers while leading operations and coaching team members to maintain service quality.
-Provide feedback to both management and team members. Make recommendations on activities of staff regarding training, motivation, product/customer knowledge, etc.
-Provide status reports to management.
-Promotes and maintains a high quality, professional, service-oriented company image within the team and with the customers.
-Supervise day-to-day patient’s activities (Patients appointments).
-Provide prompt support to hospital staff team including escalation and information resource.
-Develop call center team and facilitate training's new hiring resources with HR.
-Work closely with the call center team to maintain a high quality of customer experience.
-Complete additional tasks as assigned by Management
-Generate Daily/Monthly reports and analyze statistics presenting them in a professional presentable.
-Develop KPIs and conduct monthly appraisal to review staff performance.
-Conduct routine daily/monthly customer surveys to discuss their service satisfaction.
-Foster excellent relationships with all company’s departments and maintain effective cross-functional communications.
-Lead the call center team to promote service-oriented environment focused on customer satisfaction.
-Monitors and improves morale through application of effective leadership, coaching skills, and recognition of team performance.
-Involves and engages team members through process improvement discussions, follows-up on suggestions, and regular communication.
-Ensures consistent administration, compliance and application of policies and procedures.
-Ensure professional and courteous support to customers while leading operations and coaching team members to maintain service quality.
-Provide feedback to both management and team members. Make recommendations on activities of staff regarding training, motivating, product/customer knowledge, etc.
-Provide status reports to management.
-Promotes and maintains a high quality, professional, service-oriented company image within the team and with the customers.
-Responsible of the maintenance of the process documentation under his team within the ISO norms.
-Supervise day-to-day operational activities (Field visits).
-Provide prompt support to residential team including escalation and information resource.
-Develop residential team technical skills and facilitate training's new hiring resources with HR.
-Work closely with the Technician Team maintain a high quality of customer experience.
-Complete additional tasks as assigned by Management.
-Generate Daily/Monthly reports and analyzing statistics presenting then in a professional presentable .
-Develop KPIs and conduct monthly appraisal to review staff performance.
-Conduct routine monthly customer’s surveys to discuss their service
satisfaction.
-Foster excellent relationships with all company’s departments and maintain
effective cross-functional communications.
-Lead the residential team to promote service oriented environment focused on
customer satisfaction.
• Monitors and improves morale through application of effective leadership, coaching skills, and recognition of team performance
• Involves and engages team members through process improvement discussions, follows-up on suggestions, and regular communication
• Ensures consistent administration, compliance and application of policies and procedures.
• Ensure professional and courteous support to customers while leading operations and coaching team members to maintain service quality.
• Provide feedback to both management and team members. Make recommendations on activities of staff regarding training, motivating, product/customer knowledge, etc.
• Provide status reports to management
• Promotes and maintains a high quality, professional, service-oriented company image within the team and with the customers.
• Responsible of the maintenance of the process documentation under his team within the ISO norms
• Implement and maintain an optimum roster for Residential team
• Supervise day-to-day operational activities (inbound calls, and field visits)
• Provide prompt support to residential team including escalation and information resource
• Develop residential team technical skills and facilitate training's new hiring resources with HR.
• Work closely with the Technician Team maintain a high quality of customer experience
• Complete additional tasks as assigned by Management
• Generate Daily/Monthly reports and analyzing statistics presenting then in a professional presentable view (ppt).
• Develop KPIs and conduct monthly appraisal to review staff performance.
• Conduct routine monthly customers’ surveys to discuss their service satisfaction.
• Foster excellent relationships with all company’s departments and maintain effective cross-functional communications.
• Lead the residential team to promote service oriented environment focused on customer satisfaction.
•Generate Daily/Monthly Reports.
•Handle escalated customer calls.
•Maintain shift KPI.
•Monitor and review the call quality of the agents by using a Call Center quality grid
•Updated the agents KPIs results by filling the agent scorecard.
•Monitor and coach the agents performance as per defined KPIs
•Receive inbound calls (including VIP mobile hotline) and resolve customers’ technical complains at the minimum time.
•Proactively conduct courtesy outbound calls to customers to ensure their satisfaction
•Maintain agents daily punctuality and order during assigned shift
•Assist residential support agents to resolve technical issue
•Monitor & follow-up on all open cases with various department via email/CRM/Calls
•Escalate customers’ complaints to Call Center - Customer Care Team Leader when unable to resolve issues
•Provide agents with systems training, up-to-date information, and continuous coaching
•Provide on-call support to agents during weekends (calls related to VIPs and critical problems)
•Handle upset customers when being escalated by agents
•Complete additional tasks as assigned by Supervisor
•Responsible for the Studio work production and schedules, supervise and direct the employees.
•Monitor the work of the branches, and staff.
•Raise the sales performance in the branches and control the profits.
•Follow up profits with accounting and reporting and analysis to management.
•Supervision of all new in branches before selling.
•Technical support for the Hardware and Software system.
•Re-repair hardware, installation, and programming of new devices.
•Official sales management.
•Responsible for the sale of goods to customers.
•Control goods available & ended, work schedules to provide new Inventories.
•In charge of the shop program and monitoring system if the malfunction happened and work to resolve it.
Leadership & Coaching Certificate
This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations. Training Front-line customer service representatives interact with your customers every day. Do they have the skills to create first-rate customer experiences? This one-day, skills-building and certification course introduces the skills and techniques required to provide outstanding customer service and support
-Diploma in English language and Introduction to computer basics.
- Diploma in MCSE. (Microsoft certificated system engineer). - Certificate in “Installing, Configuring, and administering Microsoft windows 2000 professional”.