- Manage daily operations for both inbound and outbound queues.
- Track and Report team’s performance & all inbound-Outbound queues performance on a daily, weekly & monthly basis.
- Monitor calls and ensure maintaining calls quality according to the predefined SLA.
- Ensure that clients’ requests are answered within the agreed SLA.
- Handle escalation cases and route them to the CC S.Manager in case of dissatisfaction
- Conduct proactive outbound campaigns for both CS & Sales purposes through the CRM system.
- Supervise the call center team and provide training to new joiners.
- Ensure proactive introductory welcome calls for new clients within agreed SLA.
- follow up on clients’ requests/tickets within the agreed SLAs with the concerned departments by contacting the involved parties and communicating the concern and ensuring closure of the feedback loop.
- Supervise and report on the Qualified leads - tickets, the routed sales digital leads as well as call center leads on sales team through CRM.
- Track, update & report feedback received from sales team i.e., conversion rates, show up rates, leads status.
- Ensure client’s database are up to date and accurate records kept on CRM system.
- Manage proactive outbound campaigns calls traffic / reports & results along with introductory calls for new clients.
- Support team during shortage
Proven work experience as a team leader or supervisor in one of recognized Real Estate companies.In-depth knowledge of performance metrics.Good PC skills, especially MS ExcelExcellent communication and leadership skillsOrganizational and time-management skillsDecision-making skillsDegree in Management or training in team leading is a plus