Mohamed Fouad Mahmoud Khalil

Responsible for all client requests during night shift.
Daily real time monitoring for: calls flow, service level, floor manpower.
Close monitoring and set Analysis for Q during Night Shift (Acting as WF).
Responsible to distribute and coordinate Tasks with available team Leaders.
Schedule and conduct shift meetings.
Conduct one-on -one performance evaluations.
Provide feedback for agent’s performance and training recommendations.
Responsible for schedule employee training, vacations, breaks, overtime assignment, and shift rotations in coordination with work force department.
Conduct employee performance reviews.
Conducting monthly managerial meeting discussing the overall performance and delivering the required feedback.
Motivation, leadership for the teams and developing future leaders.
Other duties as assigned.
Maintain & enhance the company standard of customer satisfaction.
Ensure that the team results are meeting the company predefined goals in terms of quality & productivity.
Setting goals to my team in line with strategy target and vision.
Motivate, direct, instruct, coach and resolve team conflict.
Handling different tasks inside the call center floor.
Escalates the significant problem with the call center and follow up until the problem is over.
Observe and evaluate agents.
Help workers’ in resolving problems’ and completing work.
Gather and analyze daily and monthly performance data.
Conduct one-on -one performance evaluations.
Daily real time monitoring for: calls flow, service level, floor manpower.
Delivery of quality and productivity targets and indicators.
perform at least one monitoring evaluation with each agent every two weeks.
available to affect the entirety of the team's operations.
Meet at least once each week with your team. At a minimum, review the following topics.

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