Listen to the Experts :: My Week at Work
Who are you?
Name:
Ashraf Rakhi
Age:
n/a
Job title:
Call Centre Team Leader
Employer:
Cupola
Location:
Dubai
Call Centre Team Leader
Ashraf Rakhi has been working in the call centres industry for the last four years. He started as an agent with Cupola Teleservices in 2002. He was quickly promoted to Management of Information Services Officer. First responsibilities included designing, validating and delivering data and telephony reports as per clients’ requirements.
Ashraf was also responsible for suggesting and implementing improvements on the processes and procedures of data collation, cleansing, validating and verifying clients’ data. He also provided training for new and existing staff members on the designed applications.
After more than a year in the MIS Department, he was promoted to team leader of the Cisco SMB Call Centre Team
At the end of March 2006 Ashraf spent a week preparing for the United Arab Emirates Career Exhibition.
Here is his diary extract.
Sunday
UAE Career Exhibition has started today and will continue over the coming 3 days. The objective of this exhibition is to motivate local delegates to target the private sector career-wise. I spent the day with the HR Manager preparing for a presentation that should take place on the first day of the exhibition.
Monday
Because of this exhibition I had to spend half of my day at the exhibition hall and the other half at the office. I had to go back to the office early to meet SMB marketing manager from Cisco Dubai to discuss the performance of the team and the leads-generation progress. I wanted to present some new incentives to motivate the team which will certainly lead us to better results. Then I had to do some data extraction to prepare the weekly report, which should be discussed in my conference call tomorrow. Luckily I had some time last night to prepare for this meeting.
Tuesday
Today I could not go the exhibition since I had lots to do. I had a meeting with the entire team to communicate to them what I had come across in yesterday’s meeting. After that I had to prepare my daily report to follow-up on the agents’ performance yesterday, and I had to approve the leads left on the system. About 2:00 pm I had a conference call with CRM/Call Centre Manager which took about an hour. Towards the end of the day I had received some emails about new campaigns and new data that has to be loaded to the system.
Wednesday
I came this morning and prepared my daily report and I have given feedback to my agents on their performance in the past week. Then I spent about 3 hours preparing for the new campaigns and data as well as loading It to the system. After that I had to prepare the calling script which should be used to by the agents while calling the new campaigns. The rest of the day I spent listening to some leads and highlighting some points for the agents to improve, which will be discussed with them tomorrow.
Thursday
Made my daily report at the beginning of the day. After that I had my weekly management meeting with our operations manager to discuss some pending issues. Then I had to interview 3 new candidates for an agent position.I spent about 30 minutes with each one of them. I took the whole team for lunch outside the office - the reason was that they had met their target of the week syesterday. Moreover, their performance has improved a lot compared to last week’s results. I have also took this chance to announce the Cisco Champion of the month (Cisco champion is the agent who generates more than 60 leads throughout the month). Then I talked about the points to improve which I highlighted yesterday and gave them suggestions on how they might do so.
All in a week’s work!