Contact center team leader
Aramex
Total years of experience :5 years, 4 Months
- Manage the daily running of the contact center.
- Handle escalated customer complaints and enquiries.
- Analyses & review performance statistics and adjust contact center operation accordingly.
- Forecast and analyses data against targets.
- Ensure that all team members are supplied with equipment, tools, knowledge, and training required to perform their tasks efficiently and effectively.
- Review the performance of CC team members, identifying staff training needs and plan training sessions.
- Monitor random calls to improve quality, minimize errors and track operational performance.
- Coach, motivate and retain contact center members.
- Organize staffing, including shift patterns and the number of staff required to meet demand.
- Contact center service level.