Radwa NourEldin Megahed

Filkhedma

• Customer Service Team LeadFull Time

  Jan 2021 - Present -4 yrs, 5 months

  Egypt , Cairo
• Senior customer careFull Time

  Dec 2020 - Jan 2021 -1 month

  Egypt , Cairo

  • Job Details:1 - Assign daily tasks and revise the progress on it , then monitor the quality of tasks handled for every agent and take the proper action . 2 - Monitor weekly performance including quality (random calls & complaints validation) and set one to one every week . 3- Sending monthly kpi`s and revising the trend of the last 3- months . 4 - Deliver the training in new services , process , updates daily 5 - Sending new cross-sell scripts weekly after agreement with marketing & quality 6- Give feedback ( PERFORMANCE + ATTITUDE ) for every agent when required . 7-Schedule Outbound task based on shift /day / agent, capacity and call center traffic in cooperate with marketing 8- Assigning new tasks on shift , and the whole team needs to be more cooperative and show the needed respect to her internally and externally . 9- Support the team in receiving calls when required to avoid abandoned issues . 10- Support the team in handling tasks like el araby - grohe projects - outbound sales 11- put a plan to improve sales and increase orders numbers and give the training and tips required . 11- Responsible for keeping abandoned rate , waiting time percentage and aht . 12-send weekly schedule and receive excuses & vacation requests and send the approval by email.