Call Centre Account Manager
Cupola Teleservices
مجموع سنوات الخبرة :17 years, 1 أشهر
- Reporting directly to the COO & Business Development Manager.
- Major tasks include management of relation with clients by providing exceptional customer service and meeting agreed service levels.
- Working with other functional leaders to resolve service issues and ensure smooth delivery
- Managing the daily running of the Call Centre, including sourcing equipment, effective resource planning and implementing call Centre strategies and operations.
- Ensuring all relevant communications, records and data are updated and recorded;
- Reporting KPIs indicators and managing call centre daily operations.
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
- Being involved in staff recruitment and appraisals.
- Training staff to deliver a high standard of customer service.
- Managing relationships with clients such as Citi Bank, HSBC, United Arab Bank, British American Tobacco, LG Electronics, Samsung Engineering, Drake & Scull, Nestle Waters, and Schneider Electric.
- Managed a team of 60 - 80 CSRs with four Team Coordinator directly reporting to the Account Manager.
- Answer questions from staff and provide guidance and feedback on regular basis.
- Anticipate escalation and take over calls when needed on floor.
- Conducting regular refresher training on both product and customer service with the team
- Devised programs along with account manager to keep staff motivated.
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Keep management informed on issues and problems
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Building scripts, PIS, training, understanding clients SLA and delivering
- Conducting interviews and select based on the project type