Operation call center team leader
e-finance
مجموع سنوات الخبرة :10 years, 5 أشهر
• Monitor and Manage Agents' (KPIs, schedule, send all related issues reporting them to the concerned departments, review the agents' targets, KPIs and driving their performance towards success.
• Conduct monthly, quarterly and annual reviews implementing new ways of working if required to enhance performance.
• Work with the management team, taking responsibility of compiling report.
• Providing call center Supervisor with daily, Weekly and monthly reports on agents' performance and related action.
• Participate in the employees' selection once needed through second interviews, events and open days providing a feedback to Recruitment team.
• Effectively communicate to the Clients the needed reports and analysis, taking appropriate steps to improve its effectiveness.
• Adhering to the business standards keeping the team's performance to the requested figure.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Regularly follow up with clients and respond to their inquiries.
• Build and maintain strong, long-lasting customer clients
• Projects which participated in: -
• Participated of responsibility customs projects
• Participated of responsibility Ahl Misr foundation project
• Responsible of hyper Khair baladna
• Responsible of Right foods
• Participated of responsibility of Misr alkhair project
• Participated of responsibility of Jumia project
• Participated of responsibility of RTA project
• Participated of responsibility of Takaful and karama project
• Participated of responsibility of Pension project
• Participated of responsibility of Capmas project
• Outbound tasks if needed
• Support pension calls
• Support in MFF queue
• Support in ( ZAkah - court ) queues
• RTM training
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