Geogy Andrew

Ample years of experience in Workforce Managemen,Quality Management,Complaints Management,Supervisor,Team lead in call center

WFM/Quality Management 

  Member of the team from CCC which participated in the Audit for DTMC (Dubai the Model Center) Award initiated by Dubai government.
 Manage day-to-day operations ensuring customer service objectives and KPI’s are met as per standards set by DTMC (Dubai the Model Center), an initiative by Dubai Government.
 Handling Unified e-complaint (Dubai Government unified complaint System) based on customer complaints related to CCC, which requires investigation, suggestions and solution for the same.
 Monitors and responds to Real Time Adherence (RTA), queue activity, and service levels.
 Act as the point of contact among executives, employees and higher Management.
 Forecast and schedule roster based on requirements to determine workforce needed to meet fluctuating volumes and
staffing demands ensuring resource schedules were managed and call response times acceptable.
 Working closely with management and implementing new ideas.
 Managed and directed all aspects of incoming call center operations.
 Handle all reports of CCC team (Email, Calls, Beam, Chat) as per DTMC requirements. Provides accurate and timely
reports on a daily, monthly, month-to-date and year-to-date rolling basis on call, email & chat quality, productivity,
availability and other key metrics as determined.
 Gather and track individuals and team progress using Avaya Quality tracking data management system.
 Monitor, evaluate and score inbound calls against established quality assurance instruments and standards
 Review customer care calls, chat and email replies.

procedures.
 Participate in the development of call monitoring systems, TQM, Chat & Email management as per industry best practices (Meetings with Vendor regarding Upgradation and new requirements).
 Prepares and analyzes internal quality reports for management staff review.
 Work Force Management – Update WFM requests in TeleOpti /Avaya system related to staff adherence and
generate reports.
 Scheduling Training/Coaching for Agents based on performance Report and KPI set. Ensure training and development
plans are maintained for all team members.
 Deal with demanding customers and escalations.
 Supervise team of 120+ Agents promoting positive work environment through effective communication, active
engagement and hands-on assistance.
 Gather and track individuals and team progress using Avaya Quality tracking data management system.

B.com (Course completed only)

Diploma