AYA ATEF AHMED ZAKY

Team LeaderFull Time

• Job Details:Responsibilities : - Manage and coach a team. - Conduct 1:1s to provide weekly updates to assess each team member’s performance. - Manage the whole end to end process for incidents, requests, and escalations. - Utilize the data from the Worksmart productivity measurement tool to develop individual performance plans and achieve intense weekly goals. - Collaborate with Knowledge Base Team in the creation, management, and distribution of critical information. - Be an active part of Company ’s growth and innovative strategies on new product imports and proof of concepts. - Hiring, training, and preparing call center representatives to respond to customer questions and complaints and problems with services or products. - Ensuring agents understand and comply with all call center objectives, performance standards, and policies. - Answering agent questions regarding best practices or difficult calls. - Monitoring and evaluating agent performance, providing - Preparing reports and analyzing data to assist management as they determine call center goals. - Working with other supervisors and management team members to support agents and maximize customer satisfaction.

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