عمرو سامى عماره على على

Operation Supervisor في teleperformance

• مصر - القاهرة
• أغسطس 2009 إلى مايو 2013

 Supervising, developing, and enhancing the performance of the CSRs.
 Generating and analyzing projects and agents performance reports.
 Ensuring consistency in policies and procedures.
 Evaluates and acts on KPI, Revenue and Gross Margin performance on Hourly daily, weekly and monthly basis.
 Evaluates Agent schedule adherence.
 Monitors Agents’ calls/contacts
 Coaches and motivates Agents
 Daily Quantitative and Qualitative performance meetings
 Attends calibrations sessions with the Quality Assurance Department
 Ensures Revenue, Gross Margin, SLAs objectives of my team are met on daily, weekly and monthly basis
 When performance discrepancy, identifies root cause, resolution action and measures efficiency of actions
 Ensure agents are using company assets appropriately
 Evaluates my agents Quantitative and Qualitative performance on Hourly, Daily, Weekly, Monthly and Yearly basis
 Proposes to my process improvement actions.