Team Leader (customer service)
ooredoo ( qtel )
Total des années d'expérience :20 years, 9 Mois
Manage the performance of the team and individual members through regular coaching, call monitoring and feedback
Real-time queue monitoring and managing staffing levels to ensure achievement of service level metrics
Delivery of regular team meetings and daily briefs.
Proactively contribute to the review and improvement of systems, processes and procedures within the department
Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards.
Handle customer calls and complaints escalated from CSRs ensuring superior customer experience is achieved
Review employee computer monitoring statistics on a daily basis and provide constructive feedback.
Encouraging, supporting, and motivating actively one’s peer team.
Provided employees with training based on company policies, systems and routine for handling customer service requests.
Trained employees on the use the of various service forms and company procedures, using training aids,
producing training materials for in-house courses
Monitored and recorded trainers handling customer service all for training purpose.
Trainer employees on phone skills etiquettes and soft skills evaluated and graded employee performance on a weekly basis during training and presented report to the training manger
Manage Operations Excellence function,
Receive, record and respond to complaints via telephone and emails
follow up customers complaints and make sure it will be resolve and customers is satisfied
Monitors and follow-up with Retail management concerned with regard to all issues related to service/complaint resolution measures in order to uphold and maintain excellent services to customers.
Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by customers’ expectations and requirements.
Provides leadership and direction for direct reports to ensure that department results are consistent with company strategy and plan
Provide personal assistance/ secretarial services for the senior administration. This includes minutes of meetings, official letter writing, arrange for meetings.
Answer main office telephone system, greet and direct office visitors, respond to direct requests for information and/or forward messages to appropriate staff.
Provide assistance as needed with research for products and services.
• General office duties such as typing flow of correspondence, filing, faxing, data entry, copying, compiling supply orders
Issuing and Arranging the letters.
Filing of daily letters and fax’s
Keep a record of all transactions made on a daily basis for future reference.
Writing the report and sending faxes in addition secretarial work different.
Communicate with customers special who facing issue with Company
Follow-up problems for clients accounts.
Issuing Clients coding.
Route sequence for representative.
Follow up on pending cases being escalated
Issuing and printing delay and monthly reports.
Certified trainer
Certified trainer
