Ossama Salah Mohammed

•Assign and monitor the targets and KPIs of the Sales Associates.

•Supervise and coordinate the activities of Sales Associates.

•Monitor and Maintain Service Level Agreement (SLA) provided by Sales Associates.

•Prepare, review and publish MIS reports as per the Business Unit’s requests.
•Monitor Outbound / Telemarketing call when scheduled and prepared relevant Reports if needed.

•Receive escalated calls or complaints and act accordingly.

•Start of Day / Shift Briefing meeting with the Sales Associates.

•Monitor non available product list.

•Ensure that the daily promotion are registered and communicated to the Sales Associates.

•Prepare the shift MIS reports.
•Control the Systems, Communication equipment and Network are up and running;
•Implement contingency plan when Systems and / or Communication are down.
•Monitor attendance.
•Manage by walking around. Be visible to answer questions.
•Manage the calls that your agents can't handle and be available when an agent appears to need assistance.
•Monitor queue and track in &outbound calls. Keep agents aware of in &outbound calls, calls waiting, abandonment rate, etc….
•Perform at least one monitoring evaluation with each agent every two weeks
•Recruit new staff and schedule existing staff to meet service level objectives if required.
•Interview and hire staff. Assess needs/plan ahead if required
•Develop schedules with agents each month to ensure call center objectives are covered.
•Schedule residual training if required.

•Assign and monitor the targets and KPIs of the Sales Associates.

•Supervise and coordinate the activities of Sales Associates.

•Monitor and Maintain Service Level Agreement (SLA) provided by Sales Associates.

•Prepare, review and publish MIS reports as per the Business Unit’s requests.
•Monitor Outbound / Telemarketing call when scheduled and prepared relevant Reports if needed.

•Receive escalated calls or complaints and act accordingly.

•Start of Day / Shift Briefing meeting with the Sales Associates.

•Monitor non available product list.

•Ensure that the daily promotion are registered and communicated to the Sales Associates.

•Prepare the shift MIS reports.
•Control the Systems, Communication equipment and Network are up and running;
•Implement contingency plan when Systems and / or Communication are down.
•Monitor attendance.
•Manage by walking around. Be visible to answer questions.
•Manage the calls that your agents can't handle and be available when an agent appears to need assistance.
•Monitor queue and track in &outbound calls. Keep agents aware of in &outbound calls, calls waiting, abandonment rate, etc….
•Perform at least one monitoring evaluation with each agent every two weeks
•Recruit new staff and schedule existing staff to meet service level objectives if required.
•Interview and hire staff. Assess needs/plan ahead if required
•Develop schedules with agents each month to ensure call center objectives are covered.
•Schedule residual training if required.

• Assign and monitor the targets and KPIs of the Sales Associates

• Supervise and coordinate the activities of Sales Associates.

• Monitor and Maintain Service Level Agreement (SLA) provided by Sales Associates

• Prepare, review and publish MIS reports as per the Business Unit’s requests.
• Monitor Outbound / Telemarketing call when scheduled and prepared relevant Reports

• Receive escalated calls or complaints and act accordingly

• Start of Day / Shift Briefing meeting with the Sales Associates

• Monitor non available product list

• Ensure that the daily promotion are registered and communicated to the Sales Associates

• Prepare the shift MIS reports

• Control that the Systems, Communication equipment and Network are up and running;
• Implement contingency plan when Systems and / or Communication are down.
• Monitor attendance

• Manage by walking around. Be visible to answer questions.

• Manage the calls that your agents can't handle and be available when an agent appears to need assistance.

• Monitor queue and track in&outbound calls. Keep agents aware of in&outbound calls, calls waiting, abandonment rate, etc.

• Perform at least one monitoring evaluation with each agent every two weeks
• Recruit new staff and schedule existing staff to meet service level objectives.
• Interview and hire staff. Assess needs/plan ahead if required

• Develop schedules with agents each month to ensure call center objectives are covered.
• Schedule residual training if required.
Hope to join your team

• Assign and monitor the targets and KPIs of the Sales Associates

• Supervise and coordinate the activities of Sales Associates.

• Monitor and Maintain Service Level Agreement (SLA) provided by Sales Associates

• Prepare, review and publish MIS reports as per the Business Unit’s requests.
• Monitor Outbound / Telemarketing call when scheduled and prepared relevant Reports

• Receive escalated calls or complaints and act accordingly

• Start of Day / Shift Briefing meeting with the Sales Associates

• Monitor non available product list

• Ensure that the daily promotion are registered and communicated to the Sales Associates

• Prepare the shift MIS reports

• Control that the Systems, Communication equipment and Network are up and running;
• Implement contingency plan when Systems and / or Communication are down.
• Monitor attendance

• Manage by walking around. Be visible to answer questions.

• Manage the calls that your agents can't handle and be available when an agent appears to need assistance.

• Monitor queue and track in&outbound calls. Keep agents aware of in&outbound calls, calls waiting, abandonment rate, etc.

• Perform at least one monitoring evaluation with each agent every two weeks
• Recruit new staff and schedule existing staff to meet service level objectives.
• Interview and hire staff. Assess needs/plan ahead if required

• Develop schedules with agents each month to ensure call center objectives are covered.
• Schedule residual training if required.
Hope to join your team

• Assign and monitor the targets and KPIs of the Sales Associates

• Supervise and coordinate the activities of Sales Associates.

• Monitor and Maintain Service Level Agreement (SLA) provided by Sales Associates

• Prepare, review and publish MIS reports as per the Business Unit’s requests.
• Monitor Outbound / Telemarketing call when scheduled and prepared relevant Reports

• Receive escalated calls or complaints and act accordingly

• Start of Day / Shift Briefing meeting with the Sales Associates

• Monitor non available product list

• Ensure that the daily promotion are registered and communicated to the Sales Associates

• Prepare the shift MIS reports

• Control that the Systems, Communication equipment and Network are up and running;
• Implement contingency plan when Systems and / or Communication are down.
• Monitor attendance

• Manage by walking around. Be visible to answer questions.

• Manage the calls that your agents can't handle and be available when an agent appears to need assistance.

• Monitor queue and track in&outbound calls. Keep agents aware of in&outbound calls, calls waiting, abandonment rate, etc.

• Perform at least one monitoring evaluation with each agent every two weeks
• Recruit new staff and schedule existing staff to meet service level objectives.
• Interview and hire staff. Assess needs/plan ahead if required

• Develop schedules with agents each month to ensure call center objectives are covered.
• Schedule residual training if required.