Crop Picture
NOTE: Do not upload any image that violates our Picture Policy. Doing so will result in the removal of the concerned image without prior notification.
概要
I have done my B.Com through Islamabad College for Boys in 2012. Started my job in same year and now i have experience of more then 6 years in contact Centre. I started my career as CRO and then promoted as Supervisor Operations. I also worked as Trainer in my organization and was part of many initiative to improve Customer services like implementation of NPS etc. Looking forward for better opportunity to improve my career and obviously for better earning too.
工作经历
Unit Manager
working as unit manager in a leading BPO organization
Supervisor Opertaions
Roles & Responsibilities
• Managing, motivating, leading and directing a team of 15 – 20 customer relations officers.
• Maintain complete knowledge of products/offers being introduced in the market and promptly update the team accordingly.
• Ensure all queries/complaints generated by the team are followed up and are resolved in the specific turnaround time.
• Ensure complete understanding of routines, policies & Code of Conduct and a strict adherence.
• Responsible for achieving high customer satisfaction through high quality service delivery by ensuring First Call Resolution
• Maintain high Motivation level & Moral of the Team by regular team meetings & Motivational Exercises.
• Manage the hygiene, cleanliness and overall work environment of the unit and development of a culture within the team, aligned with the overall culture of the Call Centre & Company.
• Responsible for achieving Teams Call volume on daily and on monthly basis
• Managing the floor, responsible for Service Level and Talk Time
• Achievement of sales targets by ensuring quality services are being provided at the same time
• I have initiated different projects, motivational exercises, Campaigns and trainings to increase the numbers in Sales (Up selling).
• I have ensured that Sales target of the unit are being met on daily, weekly, monthly and yearly basis
Job Description:
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Monitor interaction between staff and callers to ensure quality assurance standards.
• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Maintaining talk/wrap time, service, data and both customer and client satisfaction levels.
• Managing Shift swaps at start/end of shift
• Shift Attendance, and marking in Ad
