David Michel Attia

Account SupervisorFull Time

• Job Details:Responsible for the delivery of Training Program Development Methodology (TPDM) and other training modules as required, fully informing agents in all tasks, procedures and working instructions necessary in the execution of their daily tasks and duties, as well as maintaining overall quality and defining knowledge gaps. To manage the performance of the team, develop and coach team members when they are carrying out their normal duties To recognize and reward the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience To deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary To conduct regular 11 daily checkpoints and weekly PEPs Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans To manage the workloads of the team, motivating them to ensure that all KPI’s are met To communicate effectively with the team ensuring that all messages and information are being communicated consistently Ensure a high standard of code and leadership by being a role model and setting an example for others to follow To manage client relationships where applicable To manage the day to day activities in the call center with your peers and OMD team To ensure that agreed service levels for the support are consistently delivered across all lines of business To be flexible, independent and innovative To communicate with Remote sites and Client - on a weekly basis Quality To monitor and feedback on all transactions (calls; emails, faxes, data entry, case logs) as applicable to current and future business To provide individual coaching & training to team members where Reach targets in respect of quality Foster a culture of continuous improvement in the account and overall operation

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