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Call Center Team Leader
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- Creating sense of ownership within the employees and resolving employee issues, if any Encouraging, supporting, and motivating actively one’s peer team.
- Looking constantly for development as well as continuous improvement for the entire team
- Monitoring, organizing, and coaching team on a day-to-day basis
- Communicating the company’s purpose, core values, vision to the front employees
- Ensuring that the employees follow their schedules properly as designed
- Handling escalated calls, complaints, questions, and queries as necessary
- Facilitating cross-functional communication within employees for improved working condition
- Creating a conducive work environment for all the call center’s employees
Quality Assurance
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- Participates in design of call monitoring formats and quality standards
- Performs call monitoring and provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Participates in customer and client listening programs to identify customer needs and expectations
- Provides actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions for call center staff
- Provides feedback to call center team leaders and managers
- Prepares and analyzes internal and external quality reports for management staff review
- Performing other related duties as assigned by Management
Back Office
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- Handle all outbound calls for canceling, and reschedule the reservations
- Contact the client SPOC for any updates in the dates or process
- Send the required reports to the customer experience team
- Handle all fax and e-mail activities in the call center
- Provides actionable data to various internal support groups as needed
- Provides feedback to call center team leaders and managers
- Prepares and analyzes internal and external reports for management staff review
- Performing other related duties as assigned by Management
Workforce
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- Providing productivity analysis reports to management on a regular basis
- Enter, edit, and keep track of daily workforce updates
- Work with management to efficiently schedule Operations staff
- Provide the call center team with the shifts schedule, breaks schedule, and days off on weekly base
- Analyzing in-bound call patterns, trending, and staff alignment to provide management with clear and concise summaries
- Plan, design, and present historical information and data to management with suggested areas of business process improvement
- Facilitates meetings with clients to gather information, document expectations, and provide forecasts for client staffing
- Input/update/change the workforce management system data and shift information in real-time
Technical Support
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- Provide support and technical issue resolution for the call center staff
- Administrate, and support all call center applications
- Configure software to connect to Internet application servers
- Provide training to staff in the use of system and applications
- Identify and correct or advise, on operational issues in client computer systems
- Perform creation of new accounts using company provide software tools
- Be the SPOC of the company with the providers as TE, and TE Data, GSM operators, Etc
- Handle the routine documents with all our service providers
Call Center Admin
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- Handle the staffing process (staffing request, trainings, and housing)
- Handle the leaves issues according to the workforce leaves availability reports
- Arrange the meeting room schedule and reservations
- Handle the financial issues within the call center (like Eftar issue…)
- Handle the call center requirements of stationeries, cleaning tools, office boy requirements … etc
- Handle the periodical meetings between the management and staff
- Handle the resignation process (informing HR, releasing form…etc)
