Aamir Ahmed

Team Leader at Cupola

• United Arab Emirates - Dubai
• My current job since June 2010

Currently working as a Team Leader for HSBC Telesales (Cupola Teleservices).
My duties involve:
 Managing and Leading Team of Thirty agents.
 Involved in the recruitment & training of new staff.
 Analyzing the individual performance of each team member & motivate them to perform even better.
 Monitoring & Reporting on quality standards & performance targets.
 Handling customers complaints and taking appropriate action to resolve the issues.
 Working closely with account manager & client to devise strategies for improving performance.
 Monitoring Calls done by agents and preparing a Quality monitoring report on weekly basis.
 Preparing MIS and other daily Reports as per the client requirements.