Operation Supervisor
The Resource Group (TRG)
مجموع سنوات الخبرة :13 years, 0 أشهر
• Ensuring first call resolution with successful execution of plans devised by Manager Contact Center to keep service level as per industry standard.
• Following the directions given by Manager Inbound Contact Center.
• Leading and training of respective teams in regards to update skill set.
• Coordination with support departments for timely complaints resolutions and information gathering.
• Analyze and provide feedback for improvement in performance of contact center operations on a daily basis.
• Coaching and development of the CSR’s in order to ensure harmonious and healthy work environment.
• Making sure that the performance targets for efficiency and quality are met.
• Making reports and helping Operations Manager in taking operational decisions.
• Live and recorded call monitoring to improve quality and minimize errors.
• Staff retention by applying motivational techniques.
• Making Time utilization Report to monitor the CSR Quantitative parameters to ensure proper Service Level.
• Developing, implementing and reviewing policies and procedures.
Professional Experience Wateen Telecom
Operation Supervisor - Customer Care (Aug 10, 2011 till 31 Sep, 2012)
Job Responsibilities: Supervision - Inbound Contact Center teams.
• Ensuring first call resolution with successful execution of plans devised by
Manager Contact Center to keep service level as per industry standard.
• Following the directions given by Manager Inbound Contact Center.
• Leading and training of respective teams in regards to update skill set.
• Coordination with support departments for timely complaints resolutions and information gathering.
• Ensure to maintain adherence by keeping the staff motivated.
• Analyze and provide feedback for improvement in performance of contact
center operations on a daily basis.
• Coaching and development of the CSR's in order to ensure harmonious and healthy work environment.
• Making sure that the performance targets for efficiency and quality
are met.
• Making reports and helping Operations Manager in taking operational
decisions.
• Live and recorded call monitoring to improve quality and minimize errors.
• Staff recruitment, planning and conducting test & interviews (1st Level)
• Staff retention by applying motivational techniques.
• Making Time utilization Report to monitor the CSR Quantitative parameters to ensure proper Service Level.
• Developing, implementing and reviewing policies and procedures.
• Analyzing performance statistics, e.g. average speed of answer, average time of abundant, and making decisions on the basis of performance statistics.
• Measure calls as per given guide lines and ensure that each call is evaluated thoroughly and on merit.
• Being role model in terms of communication and interpersonal skills.
• To coach and mentor team member to comply with the rules and processes.
• Strictly adhering to coaching technique and improve the quality level.
• Meeting targets assigned by quality manager.
• Ensuring quality of service through individual feedback to supervisor.
• Coordinating with supervisors about the CSRs performance.
• Call evaluations and feedback on courtesy and accuracy level for PSM (performance scoring module).
• Take 5 inbound calls daily to check customer’s feedback, problems.
• Reporting of QA daily activity reports, refresher notes and clinic agenda to respective Line manager and HOD (Head of Department, Contact Center).
• Float the information note to entire Customer Service Department about new processes.
• Email the agenda on weekly basis and update the assigned team with product knowledge, courtesy and call handling tips.
• Worked on different analysis to ensure quality service of Contact center.
• Worked on different analysis to ensure quality service of Contact center.
Customer Service Representative (December, 13 2007 to December 11, 2008)
• To ensure inbound calls.
• Generate complaint for customer to provide them resolution for the issue.
• Provide maximum FCR
• Escalate the complaint
Achievements in Wateen Telecom
• As CSR always in the TOP 10 CSR.
• After 1 year promoted as QA Supervisor.
• Removal of NO issue found RCA for HFC Platform through weekly analysis.
• Continued analysis on Activation call which helped to reduce margin of error.
• Continue hold 2nd position in the Quality Assurance tenure.
• 10 Time awarded for Quality Supervisor of the month.
• 1 time selected as Operation Supervisor of the month.
• Got 1 day training on "Management Impression" from NOVIDAT.
• Got 1 day training on "Positive Attitude".
• Got 1 day training on "Time Management".
• Manny time receive appreciation email from respective QA manager on helping the operation to handle the floor.
• Coaching of New indulge QA Team.
• Completely educate about evaluation sheet on inbound, support center, DRU, ECC.
• Completely educate them about 4 C's of Coaching Session.
• Completely educate them about Mystery shopping.
• Training of GCC CSR's.
• Train the 25 CSR's in OVEX Technologies on Wateen Re-launch on 1 October, 2011
Previous Experience (22 Sep 2005 till 12 Dec 2007) WORLDCALL WIRELESS (PVT) LTD.
Worked as Quality Assurance Supervisor for 1 year.
• Worked on daily report including 24 hr. & 48 hr. network related.
• Consolidated Report City wise.
• Daily Update the inventory Report.
• Checking the complaint in respective shift.
• Wrong complaint Reports.
• Case Escalation.
Worked as Customer Center Representative for 1 year.
• To ensure inbound calls.
• Generate complaint for customer to provide them resolution for the issue.
• Provide maximum FCR
• Escalate the complaint
Accounts Officer. (Mar. 2003 to Sep, 2006) NAZIR PAPER AND BOARD & PRODUCTS
• Book keeping (Computerized)
• Ledger maintaining (Computerized)
• Operation of Computer & Fax.
• Deposit & with drawl of Cash From banks.
• Stock record
• Bank reconciliation
• Deal with parties
SALES OFFICER (1 Jan 2001 to 24 June 2002) FAISAL ELECTRONICS (Authorized Dealer of SIEMENS Home Appliances)
• Deals in Home Appliance and Mobile
• Inventory & Cash Control.
ASSISTANT ACCOUNTANT (27 August 1999 to 27 August 2001) M/S ZORAIZ ENGINEERS (PVT) LTD.
• Book keeping
• Ledger maintaining
• Looked after the general Management.
• Operated Computer & Fax.
• Deposited & withdrawal of Cash From banks. (Cash Handling)
• Despatched / Receipt of letters
• MBA (American International University) session 2004 (3rd Semester Continued)
only 3 semester completed
• B.Com (Punjab College of Commerce, Lahore)
• I.Com (Al-Hajvery College of Commerce, Lahore) Others Certifications
• Diploma (National College of Computer Sciences, Lahore)