Magdi El Sayed Al Gendi

call center supervisorFull Time

• Job Details:• Monitor and evaluate agents monthly performance, including call/email and after- work monitoring (using call recording, KPI`s and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance • Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience • Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job • Minimize call escalations through effective coaching and support • Build, establish and maintain open lines of communication with agents, peers, training, mangers, QA specialties, IT, Marketing and other areas of the Bank to facilitate problem solving. • Communicate business strategies and results to CSRs. • Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals • Build solid productive relationships with all levels of leadership and support teams • Provide timely feedback to the management team on customer trends, issues and needs

Call center team leader Full Time

• Job Details:• Monitor the call center agents' performance and the service level. • Monitor and follow up the call center tasks like "visa credit card transactions in high risky countries and the action that is must be taken. • Analysis the target of outbound calls and the cross selling process. • Train the new comers about the bank policies and procedures, products and mission and vision. • Handle and resolve all calls from private customer (high segment) on a private and special access number. • Monitor all subscription changes and activation or additional services that can be done within the given authority. • Escalate problems that cannot be resolved with the following authorities, procedures and knowledge limitation. • Fill out handover reports for the next shift. • Participate in project activities on an ad-hoc basis. • Prepare team meetings and other meetings when required "coaching session. • Organize the own vacations, sick leaves and shifts swap according to procedure.