Ihab Khairy Muhammed

Contact Centre SupervisorFull Time

• Job Details:- Supervising and guiding the booking team to ensure efficient and accurate booking processes. - Monitoring call quality and providing feedback to agents for improvement. - Handling escalated customer issues or complex booking inquiries. - Analyzing booking data and performance metrics to identify trends and areas for improvement. - Conducting training sessions to enhance the team's product knowledge and customer service skills. - Developing strategies to retain existing customers and reduce churn. - Monitoring customer accounts and identifying opportunities for retention. - Assisting agents in handling customer complaints or requests for cancellation. - Collaborating with the customer retention team to implement retention initiatives. - Analyzing retention data and presenting reports on retention rates and strategies. - Managing the cancellation process and ensuring adherence to cancellation policies. - Resolving customer concerns or disputes related to cancellations. - Monitoring cancellation trends and identifying areas for process improvement. - Training agents on effective cancellation handling and customer service techniques. - Working closely with other departments to streamline the cancellation process and minimize customer dissatisfaction. - Handling escalated customer complaints or complex issues that require higher-level resolution. - Providing guidance and support to agents in handling escalations. - Investigating escalated cases and ensuring timely resolution. - Collaborating with other departments to address root causes of escalations and implement preventive measures. - Monitoring escalation trends and identifying systemic issues for process improvement. - Managing the schedules and communications of key company executives (RTM,Ops, Team leaders). - Delivering the updated operational knowledge, system checks, soft handling skills, escalation process and targets required to the new-comers’ batches. - Using a quality framework for developing teams KPI’s according to the commercial targets. - Sharing NPS closure reports as daily or WTD and MTD for the team assigned. - Creating NPS analysis for the detractors or passive calls and coaching the agents using GROW model and how to improve documenting an agreement plan with a timeframe. - Extracting the AHT team report and lost hours report hourly basis. - Sharing CRI reports and auditing the CRI failures on a detailed report per advisor. - Calibrating with the ops manager the common CRI failures and how to avoid and improve.

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