Lobna Essam El-Din Heikal

Customer Service MIS, Training and Quality AssuranceFull Time

• Job Details:1. Develop, maintain and enhance customer service data reporting structures and processes in order to provide management with clear, concise information to enable informed decision-making. 2. Analyse and interpret customer service data in order to monitor customer service operations and provide insight into customer service performance trends. 3. Advise and consult appropriate management through the proposal of actions in order to increase the efficiency and quality of customer service operations. 4. Participate in Customer Service related projects on a business unit level, through the provision of high quality data and information, to assist in informed project decision-making 5. Develop a forecast assumptions, then work to produce detailed and accurate transaction forecasts that will be the basis of the scheduling processes, enabling maximum effectiveness and efficiency of the contact centre resources. 6. Produce short and long term staff schedules from the available forecasts in order to provide excellent accessibility to customers, efficiency, cost effectiveness for the business, and schedules conducive to employee performance and satisfaction. 7. Support the implementation of the Customer Service Strategy, through co-ordinating and carrying out the development and delivery of high quality training program for Customer Service staff in Contact Centres, closely aligned with business requirements, and the learning and development needs of employees’, in order to improve service delivery and to delight customers. 8. Monitor and advise on how the quality management system is performing 9. Perform call monitoring and provides trend data to site management team. 10. Coordinate and facilitate call calibration sessions for call center staff.