Call Center Senior Supervisor
Resume:
Hassan Ramadan Kenawy Hassan
Egyptian
Farwaniya
Kuwait
E: ***********@*****.***
PERSONAL SUMMARY
Hassan is a capable and proven Supervisor, who has extensive experience of making the most effective use of call-center staff and technology. With a background in managing Call Center teams, he is more than able to identify potential areas for improvement within the Customer Service arena. As a proven leader, he can not only maintain professional relationships with junior staff, but his also an expert at promoting a culture of inclusion and diversity. In addition to all of the above he has extensive experience of appointment scheduling, call routing and Call Center industry best practices. Right now he is looking for a suitable position with a company that is looking to recruit people who want more, aspire to be more and work hard to achieve their goals.
CAREER HISTORY
CALL CENTER SUPERVISOR – September 1999 – December 2008 CALL CENTER SENIOR SUPERVISOR – January 2009 - present Employers name –Americana Kuwait
Responsible for training and supervising Call Center staff to ensure that productivity goals are achieved and deadlines met for the following franchises (KFC, Hardees, Tikka, sbarro, Baskin, Krispy,Samadiand FELFELA)
Duties;
Providing leadership, management and guidance to all Call Center staff.
Answering front line calls from customers.
Conducting staff performance reviews.
Handling any customer complaints.
Responding to customer email or telephone inquiries.
Ensuring high quality and accuracy of work from call center staff.
Putting together daily performance reports for senior managers.
Liaising with the Call Center management team to monitor the effectiveness of service policies and practices.
Troubleshooting any operational problems.
Tracking the number of inbound calls.
Being visible at all times to all call center staff.
Presenting commendations and awards to staff.
Monitor the volume of calls attended by the Customer Service Agents.
Analyze the team's Automatic Call Distribution statistics generated from the system.
Ensure that the automated system is operational and utilized fully.
Coordinates with MIS/Software provider to resolve technical problems encountered during the shift.
Checks and validates quality of responses provided by the Customer Service Agents.
Resolves issues and concerns escalated by Agents.
Provides the team with information regarding new products and prepares scripts/spiels to introduce the products to customers.
Monitors individual performance of Agents and provides proper coaching to enhance service level.
Ensures that up-selling/suggestive selling targets are met.
Prepares manpower reports such as overtime and shift schedules.
Can effectively resolve conflicts/problems encountered in the day-to-day floor operations.
Motivate and encourage through positive communication and feedback.
Manage by walking around be visible to answer question. KEY SKILLS AND COMPETENCIES
Professional
Knowledge of call center management techniques.
Ability to manage people and motivate others.
Managing a team of market research specialists.
Knowledge of disciplinary procedures up to and including employee termination.
Proficient in Microsoft Office, Excel, Word, Power Point.
Properly handling confidential information.
Personal
Strong decision making ability.
Willing to work changing shifts, weekends and holidays.
Able to sit in front of and work on a computer screen for long periods of time. Courses
Call Center manager.
How we work together.
Get ready to lead.
High Impact Coaching .
Presentation skills.
Leader ship.
Achieve break through result.
How to handle customer complaints.
AREAS OF EXPERTISE
Managing People
Call Handling
Issue Resolution
Customer Service
ACADEMIC QUALIFICATIONS
Institute of Commercial (account)
REFERENCES
Available on request.
Contact this candidate