Call Center Supervisor
Al Habtoor Motors
مجموع سنوات الخبرة :5 years, 11 أشهر
Managing the call center daily operations and training the Tele sales executives.
Responsible for KPI’s to ensure department objectives and targets are on track and create a Tele-marketing plan to achieve set targets.
Drive the sale of all sales and service promotion happening in the brands through suggestive selling and excellent Tele-marketing skills of operators.
Handle customer complaints and grievances and create satisfaction and trust based on integrity and fair handling of all enquiries and complaints.
Conduct quarterly reviews with staff and management to ensure on-going feedback and improvement with action plans and goal setting.
Measure and evaluate the performance of all the departments involved in sales process from customer inquiry to delivery.
Strategically define the process to acquire the customers who has not been servicing the vehicles at the Al Habtoor Service station.
Develop a working model to generate more sales leads if the vehicles are on a repurchase cycle.
Developed a customer life cycle calendar in order to effectively communicate with the customers.
Obtain deep understanding of current customer satisfaction level based on the scores provided by the customers
Generating reports on lost customers to identify the reasons of not purchasing the vehicles thereby disseminate information to improve the sales process.
Draft master Tele-script for customer satisfaction measurement, database updates and lead generation campaigns.
Co-ordinate with other sales branches and service centers as a part of call center customer concern and lead management programme.
Develop an effective enquiry management system from sales, after sales and parts.
Monitor quality of the calls being made and advice the agents on improvements.
Create daily call center performance level reports and submit to CRM head.
Coordinate with IT and Data center on data transfer and report generation and system integration.
Managing the call center daily operations and training the Tele sales executives.
Responsible for KPI’s to ensure department objectives and targets are on track and create a Tele-marketing plan to achieve set targets.
Drive the sale of all sales and service promotion happening in the brands through suggestive selling and excellent Tele-marketing skills of operators.
Handle customer complaints and grievances and create satisfaction and trust based on integrity and fair handling of all enquiries and complaints.
Conduct quarterly reviews with staff and management to ensure on-going feedback and improvement with action plans and goal setting.
Measure and evaluate the performance of all the departments involved in sales process from customer inquiry to delivery.
Strategically define the process to acquire the customers who has not been servicing the vehicles at the Al Habtoor Service station.
Develop a working model to generate more sales leads if the vehicles are on a repurchase cycle.
Developed a customer life cycle calendar in order to effectively communicate with the customers.
Obtain deep understanding of current customer satisfaction level based on the scores provided by the customers
Generating reports on lost customers to identify the reasons of not purchasing the vehicles thereby disseminate information to improve the sales process.
Draft master Tele-script for customer satisfaction measurement, database updates and lead generation campaigns.
Co-ordinate with other sales branches and service centers as a part of call center customer concern and lead management programme.
Develop an effective enquiry management system from sales, after sales and parts.
Monitor quality of the calls being made and advice the agents on improvements.
Create daily call center performance level reports and submit to CRM head.
Coordinate with IT and Data center on data transfer and report generation and system integration.
ORGANISATION: Accenture Services Private Limited, India.
DESIGNATION: Senior Process Associate, Member, Pilot Process
DURATION: November 2006-November 2007
Key Responsibilities
• Instrumental in stabilizing the payroll pilot process within a 12 month period for the contact center.
• Subject Matter Expert for all payroll, compensation and benefit related operations of the client process.
• Back up to Team Leader by handling team huddles at shift start.
• Attended to escalations from irate customers and follow-up of cases requiring further action.
• First team member to work with the On-shore counter parts in Accenture, Minneapolis in re-designing the
Knowledge Management hence reducing the ASA.
• Cross trained with a newly outsourced process, EMPLOYEE RELATIONS to address the work related issues of
Best Buy Employees.
• Worked with the Field case workers in Minneapolis to assist the managers or employees facing any work
problems.
• Recorded the voice on the Avaya phone system when the information needs to be cascaded to the BEST BUY
employees in Bulk.
• Recorded the voice for all the inbound client call phone system throughout all offices in Accenture, India.
• Helped to support and sustain a positive work environment that fosters team performance through own work and behavior.
• Structured own and others activities to improve productivity and minimize delays or rework
Bharthiar University Masters of International Business 2004-2006. Specialisation:International Business Graduated with 10th Rank and distinction.
Mangalore University Bachelor of Business Management 2001- 2004.
Certificate of Merit- First year & Second year BBM. Chinmaya Vidyalaya, Kerala AISSCE 2001. Graduated with Distinction