Mohammad Karam Ahmad Al-Qerem

• Monitors and Manage the CSRs, Team Leaders adherence to the contact center policies Ex. AUX Time, AHT … Etc.
• Monitor and follow the Team Leaders handling of the open complaints, Inquires and requests and insure that the daily call volume is handled in accordance of the agreed service level.
• Working closely with the contact center management and the work place policies/procedures in order to develop the contact center employees.
• Support of implementing the new business processes and technologies.
• Participate in the establishment, update and implementation of operational metrics and standards.
• Collects and evaluates data in preparation of reports to measure and improve productivity and quality.
• Audits, Monitors and maintains performance results/opportunities areas/proposed actions to the management.
• Provides analytical and operations support to the contact center group on daily operations and strategic initiative as well as communication performance statistics to the contact center management.
• Update knowledge and skills for the subordinates on an going basis.
• Act as a point of reference for Team Leaders, Senior CSRs And CSRs on all issues related to the various services provided by the center and daily activities.
• Contributes in the evaluation and implementation of the center technology to continuously improve service and internal/external customer satisfaction.
• Comply with the operating instructions and quality standards at all times.
• Perform any other similar or related duties handed by the contact center management.

• Manage day to day tasks of around 15-30 in-house and outsourced agents whose main responsibility is to provide general, technical or specific services to our customers via different communication channels i.e. phone calls, emails and video conferencing.
• Improved and developed the company’s performance appraisals/feedback process.
• Make sure that our internal standards, KPIs and service level agreements are all fulfilled and met by providing right training and education for my team.
• Generate weekly, monthly and ad-hoc reports requested by management and make sure to share what’s appropriate with the team members to help enhance performance and customers’ satisfaction.
• Escalate complains, concerns or issues when necessary in a timely manner.
• Coach, train and mentor junior staff and new team members to be able to act effectively to the required quality standards.