SUPERVISOR
Malomatia (HMC Project)
مجموع سنوات الخبرة :10 years, 5 أشهر
• Setting Targets: Assist in formulating performance targets for both individual team members and the entire team. These targets may include metrics related to call handling time, customer satisfaction, and productivity.
• Hiring and Onboarding: Recruit and onboard new employees to the call center team. Ensure a smooth transition for new hires by providing necessary training and guidance.
• Guidance and Feedback: Answer questions from staff members and provide ongoing guidance and feedback. Help team members improve their performance and address any concerns.
• Escalation Handling: Anticipate escalations from customers or complex issues. Be prepared to take over calls when necessary to resolve critical situations.
• Process Optimization: Devise strategies to optimize call center procedures. Keep staff motivated and engaged by implementing efficient workflows.
• Performance Measurement: Monitor key metrics such as call abandonment rate, average handling time, and calls waiting. Regularly assess team performance and identify areas for improvement.
• Policy Adherence: Ensure strict adherence to company policies, attendance rules, and established procedures. Maintain consistency in enforcing guidelines.
• Communication with Management: Keep upper management informed about operational issues, challenges, and successes. Prepare monthly or annual performance reports to track progress.
• Provided comprehensive support to Data Quality Analysts and the Senior Admin Supervisor.
• Efficiently managed and updated block memos from OPDs, ensuring accurate distribution to agents and timely SMS notifications to patients regarding appointment alterations.
• Maintained and updated Inbound, Outbound, and Hospital reports, as necessary.
• Conducted personalized coaching sessions, offering targeted feedback to enhance team member performance.
• Compiled and analyzed daily, weekly, and monthly performance reports to track team metrics.
• Monitored data errors, escalated case records, guaranteeing resolution within Service Level Agreement (SLA) parameters.
• Managed daily workloads, ensuring a comprehensive shift-end report, and facilitated effective team huddles.
• Extracted patient SMS data for communication purposes, streamlining the patient engagement process.
TRAINING CONSULTANT
3FOLD Training & Consultancy - Doha, Qatar (November 2015 - June 2017)
• Communicating through phone and email with various professionals regarding the International Certifications courses offered by the institute and advising them appropriate course for their career growth.
• Responsible for Digital marketing through Facebook, Linkedin and Constant Contact.
• Planning seminars on different topics on various venues.
• Composes and prepares written documentation and correspondence for the corporate companies.
• Handling accounts and delivering performance reports to the General Manager.