Faisal Moustafa Elsawi

Operations SupervisorFull Time

• Job Details:• Resolve agent complaints and handle so many different tasks beside handling customers issues that agent failed to solve. • Listening to agent calls to maintain the quality assurance. • Handling tasks from clients. • Calibrate with QA team and other supervisors to make sure we are all aligned. • Daily working tasks in Excel to calculate agent numbers. • Handling a floor full of agents regarding COPC perspective. • DSM (Daily supervisor meeting) around 15 minutes. • Weekly meeting. • Monthly meeting. • Game plan. (80-20) • Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs • Ensure agents adhere to schedules and minimize absenteeism of agents • Explains and communicate KPIs / performance measuring parameters for team members • Identify performance gaps for specific individuals and create action plans to improve performance. • Provide opportunity to Reward and Recognize High Performance.