Team Leader – Call Center – Alghanim Industries
- Perform regular team meetings to go over performance, objectives and any new campaigns, policies etc.. with the team.
- Ensure that the employees follow their schedules properly as designed.
- Handle escalated calls, complaints, questions, and queries as necessary. (Process for escalation and transfer)
- Facilitate cross-functional communication within employees for improved working condition and ensures that CC communication with D&I, SC, GC is efficient.
- Document general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
- Perform duties of the Call Centre agent whenever calls traffic demands it to ensure all calls are attended thus maintaining the abandoned calls rate within targeted levels.
- Assist Representative in handling difficult customer situations to satisfy customer requests and reducing unnecessary claims.
- Perform audits on recorded calls to assess quality and report on a regular basis to CC Manager. (As per audit questionnaire and scorecard)
- Track and ensure that all escalated cases are monitored and resolved promptly.
- Ensure that all job cards are properly created with all necessary information.
- Ensure proper and effective training of new agents and approve and be accountable for readiness of new agents to take calls.
- Monitor new agents call performance and take corrective action when necessary.
- Oversee complaint ticket creation and ensure proper adherence to guidelines
||Al Farawaniyah, Kuwait
||Customer Service and Call Center
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