Call Center Manager
City Services Consultancy
Total years of experience :6 years, 11 Months
2009-till present: Call Center Manager, City Services Consultancy: City Services is outsourcing company working with government entity (Department of Transport, Bus office)
I am working as Call Center Manager, manage the call center and lead the team, to achieve customer care goals and objectives, establish and implement policies and procedures, initiate and foster relationships with other departments and divisions that have an impact on the Call Center.
* Support the development and implementation of Call Center goals and objectives.
* Develop, implement and monitor employee and supervisor goals and objectives to support company objectives.
* Coach, motivate and develop supervisors to improve leadership skills.
* Conduct monthly evaluation with supervisors in order to improve their performance.
* Schedule and manage supervisor's time to achieve optimum coverage.
* Validate and follow up the implementation of the training requirements of representatives and supervisors in order to improve their performance.
* Assure the proper communication and follow-up of all identified mistakes to the Call Center staff.
* Assign additional tasks and responsibilities to supervisors as appropriate.
* Design and maintain required reports at the agent, team and Call Center levels to optimize performance.
* Foster and maintain good working relationship with internal and external parties.
* Design and implement department standard operating procedures.
* Ensure that all employees are complying with company policies and procedures.
* Perform employee recognition and/or discipline as appropriate.
* Participate in the recruitment process of new Call Center employees.
* Work with IT to ensure that all systems, tools and technologies are in proper working order at all times.
* Prepare the daily and monthly reports of the call Center in terms of both quality and quantity perspectives.
* Assist in the development of IVR and other system functionalities.
2005-2006:
I work as a trainer for the new employees in Inanacall Co.soft skill training plus telephone Etiquette, CRM applications
2004-2005
- Call center representative at Global Com Telecommunications.
Job Description:
1- Call Center & Technical support to the STE Internet provider
Answering customer calls regarding:
- Internet subscription ways & fees.
Internet settings. -
-Internet problems and presenting the best solutions.
- Soft wares (outlook express & Microsoft Outlook) Settings and solving problems.
2- SCS (Syrian Computer society Network) Support:
Supporting the SCS offers and campaigns regarding PC for all campaign (Installment Computers & Laptops) and internet subscription ways, categories and fees by:
- Receiving the calls
- Doing the telesales process.
- Helping the caller to select the best offer by defining their needs.
3- Best Italia Holding: Easy Sat (Internet via satellite service) support by:
- Internet via satellite subscription ways & fees.
- Software settings.
- Internet settings.
4- T3: (main distributor for ITSALAT) Mobiles, and DVD rentals.
- Feedback to customer for mobile sales.
- Customer care for DVD rentals.
- After sales follow up.
5- Audi Bank:
-Contact Center for Audi's Bank answering customer calls regarding loans.
6- Syrian Commercial Bank (Visa Card):
- Customer Service for Visa card in its trial period.
7- Byblos Bank Group:
- Contact center for Byblos Bank answering calls regarding Home loan.
1. BA. English Literature. Damascus University.
2. Graduated form the Intermediate Financial Institute.with excellent grade