call center supervisor
Etisal International
Total years of experience :15 years, 5 Months
Department: Inbound & Outbound Operation
Work Scope: ↓↓
Design Work Instructions & Business cycle, flow and process according to company strategy & COPC requirements.
Conduct all business requirements through business analyses function results.
Generate the client’s business output and build the required analysis to identify the gap between real results & targets.
Check and analyze daily, monthly and yearly performance data on business level & call center operation level.
Provide the required operational solutions based on improvement action plans.
Build call center restructure based on staff qualifications & job description.
Follow up daily real time operation management: calls flow, service level, floor manpower… etc.
Design evaluation performance system (KPI) for whole call center staff
Coordinate with Quality, WFM & all supported functions departments to handle any Issue related to operation
The Duties and Responsibilities are divided into 2 main areas ::
My own team Performance & Development
Achieving and maintaining Account’s Targets and Performance
Team Level:
Conducting One to one with the Team Leader “Subordinate”
(Minimum on Monthly basis)
One to one should cover the performance of the previous month and setting targets in figures, and if there is any action plan requested from the team leader, his direct manager (Supervisor) has to put bullet points for the TL in order to achieve
Supervisor should be revise the overview for each agent within the team to get aware of their performance and to determine action plans for the poor performers or outliers if exist,
Supervisor should ensure the clear communication among his team members ( Leaders and Agents) by confirming the awareness of any updates, justifications and the way of cascading any related message by Team Leaders to their subordinates
Account level
Real time Management: Supervisor in charge of the Area should be auditing the operating system (CMS, CISCO, etc..) during the shift in order to ensure proper Real Time Management, make sure that the plan is being set in as intended and make sure that all are adhering to the schedule and ensure that all team leaders are on Queue in Red mode.
Time Management: ensuring the adherence of the team leaders to the Time Management and updating it according to the need
Revising Shift Handover and ensure that it is updated accurately, required Trouble Tickets already created, complete explanation for any down time and reporting all metrics.
Checking Outliers & Hold report in order to identify any weakness areas (Ex: Increasing in Hold %, having CSR with a very low or
Certified Train the Trainer & delivered it to the new Trainers in Xceed Contact Center (Technical Training (Products & services / system & process) (Soft Skills & Communication)
Developed language and computer skills.
Enhanced presentation and project development skills.
Acquired basic business skills including marketing, sales, banking, accounting business correspondence and report writing.
in july 2002/ in july 2003 & july 2004.
Training as an Accountant.
Faculty of Commerce, Accounting Department. Grade: Good. from [ 2001 - 2005 ] .
