Fady Emad

Operational Team LeaderFull Time

• Job Details:➢ Supervises the daily activities of the project’s advisors. ➢ Assess the advisors’ performance monthly and calculate their variables in relation to their objectives. ➢ Coordinate with all the supporting functions as needed to eliminate any problems affecting the operations. ➢ Manage all advisors needed on-job training / coaching to leverage their performance to the set standards. ➢ Responsible for ensuring that End-User Privacy policies are properly implemented. ➢ Participate in hiring and onboarding processes. ➢ Handle hard calls by acting as a first line of escalation. ➢ Coordinates daily with the Work Force to ensure that the over & under working rules are properly employed to increase advisors’ efficiency with required SLA and occupancy targets. ➢ Managing and optimizing service KPI (SLA, Aban, On-Time, Backlog) Efficiency KPI (AHT, Utilization, Occupancy, VSF) Quality KPI (CE, NC, C.SAT, NPS, FCR).