Ebrahim Abdeltawb

operation team leader

• Job Details:Supervises/manages the daily activities and performance of the account advisors, generates and sends agreed reports to clients, handles account advisors needed for on-job training and coaching, monitors transactions to ensure that QA standards are met, ensures the advisor’s KPIs are met, manages difficult calls, coordinates with supporting functions, adheres to schedules, assesses advisor performance, holds one-to-one meetings, generates monthly invoices, performs daily meetings, carries out annual performance assessments, monitors incoming call queue, coordinates with workforce, logs client requests, maintains staffing schedule, adheres to monitoring schedule, ensures achievement of KPIs, and ensures end-user privacy policies are implemented.

fcr specialist

• Job Details:Handles customer inquiries from beginning to closing, resolves customer complaints aiming for satisfaction, completes necessary project operation documentation, alerts team leader on issues requiring escalation.

solution center agent