Mohammad Al_Najjar

As a real-time monitoring specialist in a call center company, my role involves closely overseeing and managing the ongoing operations and activities within the call center environment. I am responsible for ensuring the smooth and efficient functioning of the call center operations in real-time.
In my position, I monitor key performance indicators (KPIs) and metrics such as call volume, average handling time, queue times, service level, and customer satisfaction scores. This allows me to identify trends, patterns, and potential issues that may arise.
I am responsible for responding promptly to unexpected events or service disruptions in real-time. For example, if call volumes suddenly surge or theres a technical issue, I make quick decisions to handle the situation effectively.
Working closely with team leaders and supervisors, I ensure that agents are meeting their targets and providing high-quality customer service. I identify agents who may need additional support or training and coordinate with the relevant parties to address their needs.
I also listen to recorded calls or conduct live call monitoring to assess the quality of interactions between agents and customers. This helps to identify areas for improvement in agent performance and customer service delivery.
Generating regular reports on call center performance and presenting them to management is another important aspect of my role. These reports contribute to data-driven decision-making and the optimization of call center operations.
Effective communication is crucial in my role. I collaborate with various teams, including call center agents, supervisors, IT support, and management, to ensure everyone is on the same page and working towards common objectives.
Enforcing adherence to company policies, procedures, and guidelines is part of my responsibility to maintain consistency and compliance across the call center.
As a real-time monitoring specialist, I rely on my quick thinking and problem-solving skills to handle unexpected challenges and situations that may arise in the call center, while maintaining service levels and customer satisfaction.
Overall, my role as a real-time monitoring specialist in a call center company is vital in ensuring the efficient operation of the call center, meeting service level agreements, and providing exceptional customer experiences. My ability to analyze data, make quick decisions, and communicate effectively contributes significantly to the success of the call center and the satisfaction of its customers.

• Ensures that schedules are carried out effectively.
• Administers Call Center Agents scheduling.
• Reconciles daily attendance with agents schedules and time in/time out
reporting
• reduce the discrepancy between actual arrival patterns and predicted
patterns, using over and under rules.
• Maintain running report of attendance incidents.
• Provide analytical support to operations and propose recommendations or
solutions to enhance efficiency
• Reporting to manger and supervisor

-Performing cost-benefit analyses of existing and potential customers.

- Styled mannequin designs and managed the store front

- Provided excellent customer service while on the selling floor, fitting room and front end.

- Stocked and replenished merchandise.

- Grow and ensure sales through customer service, relationship building, and product knowledge.

- Performed daily store opening, closing, and clothing procedures

- Maintained and presented housekeeping standards in all departments and stocked new items.

- Ensured to keeps the store in a clean and safe environment.

-Handled merchandising and warehouse management.

- Selling products and services using solid arguments to prospective customers.


-Maintaining positive business relationships to ensure future sales.

- Supervising materials and goods orders and dispatch in order to ensure its rational use.

-Receiving orders and deliveries.

• General merchandising of the store with managers
• Execute efficient and effective shipment processing by following processing
and placement guidelines
• Aware of and follows Loss Prevention policies
• Provide store management with productivity updates
• Oversee and execute markdowns and re-ticketing in the stockroom and on
the sales floor