Moath Jber
Contact Center Team Leader
Amman
Overview
7
7
years of professional experience
2
2
Languages
Work History
Contact Center Team Leader
Umniah Telecommunication Company
09.2021 - Current
- Monitor the performance of handling the inbound calls by the CCRs daily.
- Arranging the outbound team campaigns according to priority.
- Follow up on the results of the collection and retention team every week with the stakeholders.
- Escalate the distribution call number to the quality assurance specialists to be blocked.
- Conducting full training sessions for the junior agents, and coaching them about all offers, promotions, technical info, etc...
- Support the CCRs when handling the calls, by answering their inquiries.
- Monitor the average hold time, average response time, and average handling time through the liva: all canter dashboard & the CISCO live monitoring screen
- Documented all call information according to standard operating policies and procedures.
- Remained current on new marketing campaigns to respond appropriately to marketing-related inquiries.
- Contacted customers to respond to inquiries or notify them of claim investigation results or adjustments.
- Analyzed call center statistics and generated reports for senior management review regularly.
- Developed performance metrics and monitoring systems for tracking employee productivity.
- Determined charges for services requested, collected deposits and payments, or arranged for billing.
- Monitored real-time call center data to make staffing adjustments based on volume fluctuations.
WFM Officer
Umniah Telecommunication Company
09.2020 - 09.2021
- Analyzed historical and actual staff behavior to ascertain and address employee challenges.
- Enacted process improvements after monitoring forecasting and scheduling processes.
- Prepared comprehensive reports for executive leadership, summarizing workforce insights and trends.
- Monitored customer queues and call volumes to identify staffing shortages.
- Generated forecasts and constructed initial schedule bids for new office locations.
- Forecasted long-term and short-term headcount requirements for budget planning and service level coverage.
- Developed different forecast models to track workforce productivity.
- Presented findings from workforce analysis projects at internal conferences or workshops.
- Developed custom reports and dashboards to track key performance indicators in real-time.
- Implemented forecasting and staffing management systems to meet employee and business needs.
- Analyzed workforce data to identify trends and make recommendations for improvements.
Social Media Agent
Umniah Telecommunication Company
09.2018 - 09.2020
- Receiving interactions from customers handling their requests and solving their problems.
- Commit to the schedule to achieve the best adherence.
- Generate tickets for problems that cannot be resolved over the chat
- Up-sold services to existing customers.
- Providing customers with information on promotions
Call Center Representative
Umniah Telecommunication Compan
09.2017 - 09.2018
- Answered incoming calls to handle product concerns.
- Assessed customer needs and escalated calls to specific departments.
- Resolved customer concerns, following internal database prompts and company scripts.
- Handled caller needs for sales, service, and account problems.
- Trained new employees by sharing knowledge of company processes and call-handling techniques.
- Adapted quickly to changes in policies, procedures, or product offerings.
- Answered incoming customer calls in a timely and professional manner.
- Escalated complex issues to appropriate departments for further resolution.
Education
Bachelor of Engineering - Civil Engineering
Al Zaytoonah University
Amman Jordan 04.2001 -
Skills
Timeline
Contact Center Team Leader
Umniah Telecommunication Company
09.2021 - Current
WFM Officer
Umniah Telecommunication Company
09.2020 - 09.2021
Social Media Agent
Umniah Telecommunication Company
09.2018 - 09.2020
Call Center Representative
Umniah Telecommunication Compan
09.2017 - 09.2018
Bachelor of Engineering - Civil Engineering
Al Zaytoonah University
04.2001 -
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