Customer Service Supervisor
Ali Abdulwahab Al Mutawa
مجموع سنوات الخبرة :14 years, 9 أشهر
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.
social work bachelor degree