Experience

DMC

• Business Consulting and Services
• 100 - 200 Employee

• Supervisor

  • Jan 2016 - Present

  • Overseeing consultant progress and productivity • Working with dissatisfied customers to overcome complex issues such as queries and customer complaints. • Brainstorm new processes to boost team’s efficiency and productivity levels. • Ensuring agents understand and comply with all call center objectives, performance standards, and policies. • Answering agent questions regarding best practices or difficult calls. • Plan and implement team strategy. • Determine targets for consultants based on their experience. • Providing hourly and daily stats for consultants to see their production versus leads worked. • Answer staff questions, provide guidance and feedback to team members. • Train new employees • Coach and train lacking consultant to meet desired benchmarks. • Ensure a friendly and motivating work environment. • Measure performance with KPIs such as talk time, disposition time, conversion ratios and overall production. • Ensure adherence to the company's policies and procedures. • Keep senior management informed about recurring issues or problems such network connectivity, down time due to system issues and any other rising matter. • Prepare monthly, quarterly and annual reports for team members and the team as a whole. • Responsible for adherence on all standing instructions and processes. • Responsible for issuing of warnings when needs be. • Planning and executing team building outings, call center motivational drives and in team competitions. • Technical help and troubleshooting Show less