RAAFAT KHLEIFAT

Ensured Account KPI’s and Quality of service are met in coordination and alignment of client requirements and standards.
Ensured call monitoring, quality management and performance management conforming to the Customer Interaction Fundamentals for both, Front and back contact center personnel
Managed Call Center Supervisors and team Members Service Representatives.
Built and monitored agents' scores’ for daily performance evaluations.
Developed and delivered Contact Centre strategy and Mission Statement in line with Company goals and objectives.
Continuously reviews performance management program to keep in line with business and call center objectives.
Contributed in daily with Supervisor and Team leader meeting to review prior day metric results and determine strategies to address any gaps in performance
Maintained and improved Call Center operations and consistently exceed client objectives.
Provided coaching and training for supervisors .
Monitored collection rates to gain critical understanding of ways to increase profitability and prevent losses
Co-ordinated with WFM team on organizing staffing, including shift patterns and the number of staff required to meet demand; coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Monitored the productivity and effectiveness of the contact center
Developed and monitored system reports and statistics.
Ensured processing of trouble tickets and service requests in accordance with pre-defined service level agreements.
Responsible for day-to-day operations of call center and potential members to assist with their questions, billing issues and/or technical issues.
Coordinated with Business Development (campaign launch), Information technology (on platforms and technology) and Networks (on network-related events).
implement and act in accordance with the organization’s information security policies

• Recruiting my core team internal or external based on the client criteria 
• I am the link between the client and technical team for the technical integration 
• Planning with the training team and team leader regarding the training material and discuss it with the client to keep everything clear.
• Ensure that daily operations fulfill service targets and KPIs
• Follow up on team leader’s activities, duties and responsibilities
• Follow up on the Contact Center Rules & Regulations
• Coach and provides feedback to the Customer Service Representatives and Team Leaders
• Apply work standard and procedure
• Ensures complaints/concerns are resolved or escalated in a timely manner
• handle the shift and distribute the agents between LOB's according to the business needs
• preparing and handling WBR and discuss it with the client on weekly basis 

crime and delinquency