Contact Management Center team Leader / Acting Supervisor
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مجموع سنوات الخبرة :12 years, 9 أشهر
* Ensures that daily operations fulfill service targets and KPIs and shift resources among teams if required
* Ensures focus on the achievement of income generating activities and the maintenance of performance service standards.
* Analysis of call volume on continuous basis. Keep manager informed of call volume changes. Make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
* Provides comprehensive and knowledgeable information and service to internal and external customers regarding all products and services as appropriate
* Maintains professional tools and facilities to achieve the department target and Objectives.
* Organizes resourcing and load balancing during the shift intervals
* Resources allocations through different functionalities inbound out bound campaigns.
* Coach, assist and monitor all the Team Leaders work tasks and make sure they meet the targets
* Manages the CSR’s leaves, Switching, and Time off
* Follow up on team leaders activities, duties and responsibilities for all issues related to their teams results and improvement
* Assist in fine-tuning and implementation of Policies and Procedures
* Applies work standard and procedure
* Coordinates with the Training Department to prepare training plans for new recruits and maintains training schedule.
* Supervise shift personnel in daily operations
* Liaising with other departments
* Analysis and reporting work activities
* Reports all system errors, bugs, Daily events, general events and feedback all responsible persons about any problems
* Providing timely notification to management of negative trends, urgency of issue, or extent of required follow up
* Participates in all system requirements
* Taking responsibility for implementing change
* Provide the Contact center manager with the necessary feedback regarding the department’s deficiencies and training requirements.
University of Jordan Faculty of Foreign Languages Bachelor’s in Spanish and English The Study Pla