Team Leader / Supervisor
Better Homes
Total years of experience :17 years, 10 Months
Supervising, guiding and motivating my team of 10 Call Center Executives in handling residential, commercial sales and leasing, property management and short term rental inquiries.
Developing and Implementing systems and procedures for call center operations
Quality monitoring on daily basis with feedback given to the executives with improvement plan to achieve KPI goals.
Organizing the team workload and monitoring to make sure the assigned tasks are done correctly and on timely manner.
Updating the team with the latest promotions and the ways to deliver them to interest the customers, following up the operations team for different complaints and updates.
Responsible with training and development of new hires and existing team
Handling escalation from high end clients related to Ejari, Tenancy contracts, property sales and purchases agreement, title deeds, Renewals, Rental disputes and others.
Designing strategy for real estate telemarketing and achieved fair amount of property listings for the division. All generated leads for channel partners like mortgage and maintenance.
Preparing monthly roaster keeping based on inbound call load and forecasting of Business and Annual leaves for ensuring adequate staff level and monitor adherence of shift and breaks of the agent.
Reporting of daily activity assigned and achieved by the team.
Preparing new project process and implementing for better customer satisfaction and FTR.
Monthly reports on Sales and leasing, Property Management and Short term rental leads as per offices received from Email and inbound/out bound call activity.
Briefing the team on changes and special projects.
Working closely with the Managers on new recruitment and training.
Conducting orientation for new employee joining from other department team on customer care work flow.
Reports send to HR on monthly basis for Attendance.
Meeting Managers of other departments as and when required
Cross training of teams, to understand how each department functions
Achievements:
- Recognized for designing and implementing internal & external complaints process.
- Implementing Lead Farming with existing Data base of clients
- Recognized with Master key’s Advanced Training
Answering Inbound calls from potential/existing clients, tenants/landlords and investors regarding property inquiries, request, or complaints in a timely and efficient manner.
Attending to all email inquiries of the clients with regards to their property inquiries, maintenance requests, complaints and other services that we offer.
Outbound calls for follow up to ensure that the client has been assisted, feedback call and calling out
landlords/tenants, seller/buyer for property requirement.
Conduct regular team briefings & ensure the team is updated for all the information from different divisions.
Run reports for other division as & when required.
Conduct training for new joiners & consultants.
Organize team outings & activities at shift Ordering department stationery and Keeping track of all department assets.
Prepare training material & presentation as & when required.
Achievements:
- Within 5 months of my joining, I was recognized for designing and implementing internal & external complaints process.
- Re-designing and implementing of Work order SLA’s
- Recognized with Master key’s Fundamental Training
- Was selected to be a part of the Octopus Handyman Technical Services, a in house facility management
company Better Homes started
Attending to all email and call inquiries regarding maintenance requests, inspections, quotations, invoices and
complaints.
Coordinating with the clients/technicians to schedule an inspection or work order.
Creating and verifying quotes to be sent out across to clients.
Following up with the clients for the approval of the quotations.
Generating invoices/receipts/LPO
Arranging for consumables for work orders
Coordinating with vendors/suppliers for consumables. Maintaining consumable sheet and updating it regularly.
Updating the commission pay out sheet and making sure that payout has been dispatched.
Submitting the SOA/invoices as per client’s requirement in a timely manner.
Payment collection
Represent the Octopus Team at meetings & promotion events whenever required.
Sourcing vendors & channel partners when required.
Achievements:
- Recognized for designing and implementing Work Force Management and setting SLA’s.
- Meeting deadline of the maintenance projects.
Customer
Higher education consultant for working professionals who want to progress their academic qualifications. Counseling adults with university planning and admissions and providing advising services to graduate school. Student recruitment.
Meeting recruitment targets. Gaining recruits by building and creating a database. Utilizing direct marketing and advertising techniques to achieve prospects.
Recruit students for the following institutions:
- University of Leicester
- University of Nottingham
- University of Nottingham Trent
- Anglia Ruskin University
- Edexcel
Responsible for providing a secure exam delivery and superior customer service in a comfortable friendly environment. Understands and complies with all testing procedures. Checks in examinees, verifies identification, and explains the exam process. Monitors examinees while testing. Maintains a secure testing environment. Communicates with internal departments to investigate and fix technical issues. Strictly adheres to company policies using careful judgment.
Verifying Customer Details. Handling Customers. Form Filling. Allocate leads to sales people in a timely manner and ensure follow up. Ensure ongoing maintenance of leads generated through daily/weekly contact with salespeople. Monitor and track leads sent to sales people.
Generate qualified sales leads and setting appointments, including, but not exclusively: New business Support Contracts. Follow up marketing campaigns to identify new leads. Monitor and track leads. Increase attendance at events by following up invitations sent. Monitor and report on telemarketing activity. Maintain relationships with prospects, gathering key information to assist in the sales process. Ensure all lead generation activities are tracked on the database. Ensure ongoing maintenance of leads generated through daily/weekly contact with salespeople.
Generate sales leads and setting appointments, including, but not exclusively: New business Support Contracts. Follow up marketing campaigns to identify new leads. Monitor and track leads. Monitor and report on telemarketing activity. Maintain relationships with prospects, gathering key information to assist in the sales process. Ensure all lead generation activities are tracked on the database. Ensure ongoing maintenance of leads generated through daily/weekly contact.
Accounting, Commerce, Economics.