Islam Omran

Call center Team ManagerFull Time

• Job Details:• Help team members in handling difficult cases & angry customers • Seek accurate information from other departments on customers’ inquiries & communicate it to the team members. • Perform regular follow up on Reps’ punctuality (login, logout, breaks & attendance). • Prepare the daily & night shift handover to ensure a smooth running of work flow. • Prepare the daily performance reports for his/her team (CMS) in addition to the Seibel & up- selling case percentages to meet the pre-determined objectives / targets. • Hold regular meetings with the team to strengthen communication & ensure that the same objectives are shared among all. • Prepare the overtime sheets on a monthly basis & maintain a record for the annual, sick & emergency leaves. • Make sure that Reps info. is up-to-date using intranet briefings & breaking news utilities. • Report the out of order stations (PC’s, key boards, mouse…etc) to the CS Technology Team to repair. • Check, regularly, the mail for new information replying back effectively & efficiently. • Escalate, properly, problems to the right channels as and when required • Trainer for the agents and the new inductions for Mobinil products and services. • Identify potential employees, motivate & reward them to build up a future reliable generation that promotes company values & image. • Work on setting reps annual objectives that helps achieving company objective. • Distribute duties & tasks among the team. • Ensure accuracy & honesty in performed duties to the benefit of the company. • Ensure accurate implementation of company policies & procedures. • Be proactive in updating management with operational issues. • Propose new ideas to management to improve service level & quality. • Provide analysis of inbound call results. • Responsible for all Call Center system generated reports to be submitted accurately, regularly and on time. • Set & plan for staff meetings, regularly. • Work with management in forecasting future ratio of calls to number of staff required. • Responsible for the development of subordinate competencies & abilities to reach highest standards of performance in customer service. • Motivate teams through encouraging & rewarding with the aim of employees' satisfaction & loyalty to the company. • Identify team member’s weaknesses & strengths and develop them to acquire leadership skills as a future investment. • Conduct the annual performance appraisals (How & What) with clear explanation & fair implementation to ensure consistency among different teams.