Assistant Contact Center Manager (ACM)
teleperformance
مجموع سنوات الخبرة :17 years, 11 أشهر
Acts as primary point-of-contact for Client by establishing and maintaining strong Client relationships through regular close contact account management which will include regular face to face meetings, telephone and e-mail communication.
• Assists in strategy development.
• Manage the project, according to the qualitative and quantitative parameters that have been set by the client and the company.
• Have a commitment to company values and regulations.
• Seeks to continuously improve work processes for increased efficiency and effectiveness
• Establishes performance standards for all customer service positions to meet departmental and system goals.
• Effectively manages and forecasts resource needs to meet departmental objectives.
• Ensures effective implementation of the company's service strategy to ensure positive customer interactions
• Leads development of short and long-term call center strategic goals including developing call analysis and projections that help to position the organization for growth
• Manages and is responsible for day-to-day activities of one or more unit of operations.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Reviews financial data on Gross Margin/Operational Margin for team (at Supervisor level) on a hourly/daily/weekly/monthly/yearly basis and takes action as required
• Overseas the daily operations of the call center and its various components, ensuring compliance with set goals.
• Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis
• Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
• Supervising all work and functioning of subordinates of technical support staff and assess them on basis of their performance
•Assisting the CCM/HR in recruiting quality professionals who are dedicated to high values of service and performance
Supervising, developing, and enhancing the performance of the CSRs.
Generating and analyzing projects and agents performance reports.
Ensuring consistency in policies and procedures.
Evaluates and acts on KPI, Revenue and Gross Margin performance on Hourly daily, weekly and monthly basis
Evaluates Agent schedule adherence
Monitors Agents’ calls/contacts
Coaches and motivates Agents
Daily Quantitative and Qualitative performance meetings
Attends calibrations sessions with the Quality Assurance Department
Ensures Revenue, Gross Margin, SLAs objectives of my team are met on daily, weekly and monthly basis
When performance discrepancy, identifies root cause, resolution action and measures efficiency of actions
Ensure agents are using company assets appropriately
Evaluates my agents Quantitative and Qualitative performance on Hourly, Daily, Weekly, Monthly and Yearly basis
Proposes to my process improvement actions.
Sale CITI Bank credit card.
Collecting and filtering data for new customers.
Handling & Helping the customers.
Reporting General Manager.
Handling & Helping the customers.
Managing the movement of the ADSL stock.
Managing ADSL team work (Engineers &Deliveries) to achieve the company goals.
Building &keeping good and continuing relation with customers.
Advanced Financial Accounting: - This course illustrates the accounting treatments for group firms. - How to prepare the consolidated financial statements. International Accounting: - This course describes some of the International Accounting Standards. Financial Accounting: - This course illustrates the Public Principles for Accounting. - The Financial Statements Components and how to get them prepared. - Treatment for Fixed and Current Assets. Financial Organizations Accounting: - This course describes Banks Accounting, Insurance Firms Accounting, and Mutual Funds Accounting. Intermediate Financial Accounting: - This course describes the Philosophy of Accounting Concepts.