Leading Training Team (Commercial/Bank/Retailers/Backend/Frontend) for interactions with internal/external customers (live, Emails) & monitoring activities to measure performance against quality standards, including soft skills and courtesy. Providing structured feedback and recommendations; verbal or written. Identifying training needs and organize training interventions to meet quality standards and enable knowledge retention, good behavior’s & skills practices and reduce negative customer experience and improve customer satisfaction. Reviewing SOPs, service scripts, skills gaps and address/suggest areas of the improvements on product/procedures/process/policy to relevant stakeholders. Assisting support teams (Operations/Client) whenever required to ensure smooth operations.

Developing fair HR policies and ensuring employees understand and comply with them. Implementing effective sourcing, screening, and interviewing techniques. Responsible for recruiting, screening, interviewing, and placing agents. Assess training needs and coordinate learning and development initiatives for all employees. Manage employees’ grievances & Measure employee retention and turnover rates & Oversee daily operations.
Act as the point of contact regarding labor legislation issues.
Looking Employee Relation, Payroll, EOBI & Social Security matters.

To help determine call centre operational strategies to improve the quality of consumer experience by conducting needs assessments and performance reviews. Also to contribute to the development of strategic plans and objectives.
To identify and resolve problems within the team. This also included preparing and completing action plans, completing disposition audits and analysis, and managing process improvement and quality assurance programs.
To prepare call centre Quality Reports by collecting, analysing, and summarizing data and trends, in order to pinpoint the outliers and initiate rewards or corrective actions accordingly. Ensure compliance with all company policies, procedures and practices.
Any other duties as deemed necessary and fall under the job scope.
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Keep records of customer interactions, process customer accounts and file documents

Worked in many fields and help grow their companies by finding leads, closing sales, supporting existing clients, formulating sales strategies, and communicating product value to clients.Provided support for clients by learning about and satisfying their needs.Undertaking store administration duties such as managing store budgets and updating financial records.Developing fair HR policies and ensuring employees understand and comply with them.Implement effective sourcing, screening and interviewing techniques. Assess training needs and coordinate learning and development initiatives for all employees. Manage employees’ grievances .Measure employee retention and turnover rates & Oversee daily operations.