Ramy Hany

Operations Team LeaderFull Time

• Job Details:Coaching and provide training to personnel to maintain high customer service standards Monitoring the quality of the calls done by the agents, take a part in the hiring process and will be responsible for the training and onboarding of newcomers. Preparing the daily reports and the one on one coaching sessions if needed. Establish and maintain communication with clients / team members , understand their need , resolving their issues and meet expectations Monthly evaluation of each agent's performance. Making sure the team members are hitting their KPIs. Attending weekly and Monthly meetings with the client and the management team. Have a throughout understanding of the various system tools and operational procedures utilized with the program Handling real time duty tasks & activities which helpsto get the best Customer-Related Processes