Call center team manager
beIN Media group
Total years of experience :12 years, 7 Months
Motivated team of call. Enter operators inbound call.
Supervised Inbound team to make certain by answered question knowledgable and throughly.
Supervised inbound team to ensure they followed computer generated lead order and exhibited
Did spot listening in on calls to make certain team to followed provided script
Coordinated; attaending & leqd team manager
Manage team performance & Progress
Prepare; reports budgets & assessments
develop team strenghts & improve weaknesses
identify team goals & evaluate team progress
resolve conflict
verbal communication and non communical skills
an inspiring team environment with an open communication culture
•Set clear team goals
•Communication & leadership skills
•Produced daily, weekly and monthly activity reports and forecasts.
• Monitored and supervised sales team.
•Followed up on opportunities uncovered by business development.
•Delegate tasks and set deadlines
in answering technical questions posted by customers during outbound telephone calls .
•Preparing & deliverying sales presentation to potential existing customers
•Preparing regular sales as well as sales territory plans
•Researching Competitors product pricing and product success to determine customer preference
•Reseolving customer complaints in a timly and professional manner o maintain customer loyalty
•Account management & ability to upsell other services
•Collaborate with stock team and logistic to process shipment for sales floor
•Answer Customer Questions Regrading features & benefits
•Work quickly to solve consumer complaints to retain business & build the companies reputation .
information requests and performed clerical functions such as preparing correspondence, receiving clients, arranging conference calls, and scheduling meetings.
•Provided training to new employees and internal/external clients on effective quality call handling and business etiquette.
•Created workshops on topics such as Team Building and Navigating company operating systems.
•Assisted in supervising a call center of 15 agents
•Measured and reported effectiveness of training by administering tests and evaluations
•Prepare a weekly meetings to discuss customer service and call statistics - devised performance plans if necessary
•Coordinated with IT to troubleshoot and escalate system issues
•Collaborated with leadership in product and marketing to develop learning modules and sales tools for use in education sessions to both new and existing agents.
•Coordinated with multiple levels of the organization to ensure all training needs are being performed and met to a suitable standard in order to achieve goals.
•Maintained active involvement with call center leadership to monitor phone calls and provide constructive feedback to optimize performance per phone call.
•Responsible for training new call center employees on the ordering system and procedures
long-term of Sales follow up .
•Implementing
courses: Operation Management Diploma / Alison Universityµµ