Contact Center Supervisor - BPO Division
June 2004 — Present
Arwen Tech Pvt. Ltd. is a global enterprise solutions company, providing customers with integrated enterprise to improve solution to improve their business performance.
Support in the capacity of Customer Services to Multinational Customers and Clients like British American Tobacco, Chevron, Castrol, Novartis Pharmaceutical, Pfizer Pharmaceutical, City District Government Karachi, Reckitt Benckiser, Orient Energy Systems, and Engro Corporation.
Develop, maintain and produce all required reporting for the contact center at the enterprise, site, team and individual associate level on a daily, weekly, monthly and ad hoc basis. Measure, evaluate and analyze employee skills and schedules in order to maximize performance of the contact center team. Report performance trends to management. Quantitatively evaluate and recommend action plans based on all contact center reporting/analysis in order to enhance the customer experience and drive operational efficiencies.
Collates and analyses data relating to volume of inbound calls. Trends historical data according to volume of call traffic against day in the week, holidays etc. Formulate recommendations for achieving productivity goals according to the findings and present them to management.
Motivate and encourage agents through positive communication and feedback.
Positively affects the entirely of the team's operations and builds a quality call center culture.
Responsible for maintain scheduling, time cards and related reports.
Develop the SOP’s as per client requirement and implement in the Call Center Business.