Call Centre Head

• Категория: Административный персонал
• Город: Алматы

Call Centre Head

Activities:

• Implement on-line information library;
• Communicate standards and their purpose;
• Prepare templates for customer communication in written format;
• A joint measurement of customer satisfaction analysis;
• Implement focus weeks;
• Setting the goals for Customer Service group and performance measurement process development;
• Act according to company standards and values;
• The development of joint Customer Service strategy;
• Regular control and consequences management;
• Handling of non-standard situations;
• Customer claim management, including communication to employees;
• Internal communication of mistakes and customer gratitude;       

With Team:

• Regular team meetings;
• Ensuring of necessary equipment;
• Positive work environment creation;
• Act as an example;
• Celebrate success;
• Best practice sharing;

With Individuals:

• Find out what motivates each employee;
• Regular individual meetings - performance review; goal setting; feedback;
• Development and implementation of training plan;
• Personal development plan for each employee;
• Onboarding;
• Mentoring;
• Successor development;
• Operational planning, shift planning;
• Individual target setting, regular communication of results;
• Effective news communication - campaigns, changes in system, products, procedures;
• Current process challenging, optimization proposals;

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