Contact Center Leader
Aramex
- Cairo
- Permanent
- Full-time
- Conduct regular performance review of all Executives and organize training sessions to fill in performance gaps as deemed necessary.
- Monitor and document performance and tardiness results of each executive member and/or team within the contact center and submit the needed report to the manager if required.
- Assist the Contact Center Manager in training, coaching and developing the current and new executives to ensure they always have excellent product knowledge and soft skills.
- Conduct monthly coaching sessions (when required) based on the Quality Assurance's audits and evaluations to discuss further and emphasize on the executive's strengths and areas of development. • Facilitate the communication cross functionally among the team members of team and provide counselling when needed.
- Hold monthly meeting with the team and provide the manager with the summary meeting report.
- Set targets for all call center executives within the team in terms of quality and quantity and ensure they achieve and exceed their KPI's by answering 80% of the calls within 50 seconds.
- Schedule and organize shift and break patterns for the executive members to ensure that customers are never left unattended to and ensure schedules are adhered to fully.
- Identify training and propose training for direct reports
- Support the Ops and CMT team in maintaining a high service level and offering the customer a flawless “shipment deliveries” process.
- Review Customers' feedback in coordination with the “Contact Center” Management to improve the whole company service level.
- Initiate new ideas and strategies to improve performance at the center.
- Managing the Contact Center effectively in order to serve the customer while managing the executives' performance, schedule, breaks.
- Take quick corrective actions against any financial loss practice(s) done by the executive(s).
- Promote internal services to new and active customers. Such as: Shop & Ship services, Pick-up services, etc..
- Bachelor's degree in business or related studies
- 3+ years' experience in leading teams in a contact center environment
- Fluent English (Conversation and Writing)
- Understanding of contact center KPIs and reporting updates and figures to upper management
- Passionate about Customer centricity
- Ability to work in a fast-paced environment
- Strong communication and decision-making skills