سيد شوقي, Customer Service Supervisor

سيد شوقي

Customer Service Supervisor

Ali Abdulwahab Al Mutawa

البلد
الكويت
التعليم
بكالوريوس, social service
الخبرات
14 years, 9 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :14 years, 9 أشهر

Customer Service Supervisor في Ali Abdulwahab Al Mutawa
  • الكويت - الكويت
  • أشغل هذه الوظيفة منذ مارس 2015

Provide constructive periodic feedback on key strengths and weaknesses to improve agents’ performance.
• Conduct team meetings to discuss common and repeated quality related issues.
• Handling and investigating complaints.
• Ensure proper monitoring of all activities and transactions to ensure that the same complies with Call Centre procedures manual.
• Ensure that all agents are constantly meeting the QA standards and achieving the target as defined within their MBO’S.
• Periodically conduct customers’ satisfaction surveys to ensure that Call Centre is meeting the QA standards and to find out the areas of weaknesses.
• Co-ordinate and handle all QA related projects, plans, requirements and reports.
• Ensure all service level standards are acceptable through proper monitoring and putting action plans into effect where necessary to resolve service level standards issues
• Deliver quality assessments and report results to the management.
• Ensure sufficient coaching and feedback is provided to team leaders and agents.
• Develop and identify internal and external training programs required to better improve staff performance and effectiveness.
• Identifying future and advanced special training programs to Call Centre Senior staff to ensure the development and improvement of their skills, performance, and productivity.
• Supervise, coordinate work flow, lead, and coach, motivate, and evaluate daily contact center teams.
• Call monitoring to observe representative demeanor and accuracy of information to ensure quality standards are met.
• Ensure consistent application of policies and procedure.
• Coaching representatives in a one to one format to improve and maintain individual and contact center performance.
• To achieve an inspire atmosphere of one communication, team work, empowerment and pride in ownership.
• Manage the day to day planning, operation and problem solving of a team member to meet with required service level components, standards and set target, to develop the team ensure delivery of a consistently superior customer experience by highly knowledge and customer focused agents and as the communication conduit between frontlines and management.

customer service في kout food group
  • الكويت - الكويت
  • سبتمبر 2009 إلى مارس 2015

الخلفية التعليمية

بكالوريوس, social service
  • في south vally
  • يونيو 2004

social work bachelor degree

Specialties & Skills

Problem Solving
Leadership
Hardwork
Teamwork
Honesty
Communications skills
leadership
computer
comenication

اللغات

الانجليزية
متمرّس

التدريب و الشهادات

bachelor of social work (الشهادة)
تاريخ الدورة:
July 2004

الهوايات

  • play football