Team Leader, Retail Customer Experience

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (Capacity, costs, customer service metrics etc.)
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve the process of telephone handling and call handling processes
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or higher management
• Resolving customer complaints
• Analyzing and improving call center metrics and customer feedback
• Planning, organizing, and directing call center operations
• Developing and implementing call center policies and procedures
• Ensuring that customer service goals are met
• Manage authorization department effectively in order to meet customer satisfactions

Manage Chatbot platform effectively and ensure that all technical parts and agents’ performance via Chatbot are met.