Welcome to Hiconnect your Customer Services Solutions  

Professional Department

Hiconnect Leading in C.S Technology Market

Call Center Team Leader

  • Creating sense of ownership within the employees and resolving employee issues, if any Encouraging, supporting, and motivating actively one’s peer team.
  • Looking constantly for development as well as continuous improvement for the entire team
  • Monitoring, organizing, and coaching team on a day-to-day basis
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  • Handling escalated calls, complaints, questions, and queries as necessary
  • Ensuring that the employees follow their schedules properly as designed
  • Communicating the company’s purpose, core values, vision to the front employees
  • Facilitating cross-functional communication within employees for improved working condition
  • Creating a conducive work environment for all the call center’s employees
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  • Provides feedback to call center team leaders and managers
  • Prepares and analyzes internal and external quality reports for management staff review
  • Performing other related duties as assigned by Management

Hiconnect Leading in C.S Technology Market

Quality Assurance

  • Participates in design of call monitoring formats and quality standards
  • Performs call monitoring and provides trend data to site management team
  • Uses quality monitoring data management system to compile and track performance at team and individual level
  • Participates in customer and client listening programs to identify customer needs and expectations
  • Provides actionable data to various internal support groups as needed
  • Coordinates and facilitates call calibration sessions for call center staff

Hiconnect Leading in C.S Technology Market

Back Office

  • Handle all outbound calls for canceling, and reschedule the reservations
  • Contact the client SPOC for any updates in the dates or process
  • Send the required reports to the customer experience team
  • Handle all fax and e-mail activities in the call center
  • Provides actionable data to various internal support groups as needed
  • Provides feedback to call center team leaders and managers
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  • Prepares and analyzes internal and external reports for management staff review
  • Performing other related duties as assigned by Management
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  • Facilitates meetings with clients to gather information, document expectations, and provide forecasts for client staffing
  • Input/update/change the workforce management system data and shift information in real-time

Hiconnect Leading in C.S Technology Market

Workforce

  • Providing productivity analysis reports to management on a regular basis
  • Enter, edit, and keep track of daily workforce updates
  • Work with management to efficiently schedule Operations staff
  • Provide the call center team with the shifts schedule, breaks schedule, and days off on weekly base
  • Analyzing in-bound call patterns, trending, and staff alignment to provide management with clear and concise summaries
  • Plan, design, and present historical information and data to management with suggested areas of business process improvement

Hiconnect Leading in C.S Technology Market

Technical Support

  • Provide support and technical issue resolution for the call center staff
  • Administrate, and support all call center applications
  • Configure software to connect to Internet application servers
  • Provide training to staff in the use of system and applications
  • Identify and correct or advise, on operational issues in client computer systems
  • Perform creation of new accounts using company provide software tools
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  • Be the SPOC of the company with the providers as TE, and TE Data, GSM operators, Etc
  • Handle the routine documents with all our service providers
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  • Handle the resignation process (informing HR, releasing form…etc)
  • Handle the periodical meetings between the management and staff

Hiconnect Leading in C.S Technology Market

Call Center Admin

  • Handle the staffing process (staffing request, trainings, and housing)
  • Handle the leaves issues according to the workforce leaves availability reports
  • Arrange the meeting room schedule and reservations
  • Handle the financial issues within the call center (like Eftar issue…)
  • Handle the call center requirements of stationeries, cleaning tools, office boy requirements … etc