Ramy Kamel

CRM Operations Monitoring Senior SupervisorFull Time

• Job Details:Ensure that the Monitoring team is following the pre-defined COPC quality standards. Ensure that Customers complaints that require Monitoring investigations are handled within predetermined SLA?s & precise feedback is provided. Ensure team members perform sample monitoring for all outsourced CS operations to ensure providing acceptable Quality of services to our customers. Supervise the daily communication process between the Monitoring team and other teams within the department. Contribute to the development, definition and implementation of quality & applying any new standards. Distribute workload among team members. Issue regular performance reports indicating individual performance and communicate it to team members & ensure an efficient plan in place to cover any performance gaps/failures) Monitor Accurate counts Mechanism to ensure providing consistent evaluation quotation mechanism across all CS entities. Provide all needed reports/calculation (activities/handling time) for Head count exercise. Provide On the job training for new hires joining monitoring team . Coordinate with Training departments any highlighted gaps within New hires Monitoring results to ensure training efficiency. Perform detailed analysis on end user inquires & satisfaction drivers to come-up with Detailed action plan to enhance processes/ eliminate operational gaps. Ensure consistency in evaluating customer contacts across all team members with regards to evaluated attributes Act as Interface for any issues related to Voice recording System in terms of reporting , escalation & any needed development. Ensure that team members are always updated with all developments in area of specialism. Resolve escalations from CS operation regarding any specific evaluation result . Present updates on operational issues and propose new ideas for enhancement proactively with higher management. Perform Sample checking on Monthly analysis to ensure reporting accuracy & related gaps are addressed clearly. Participate & Propose IVR enhancement to improve Customer’s experience. Escalate problems and provides relevant feedback to the right channels. Perform sample monitoring to check quality standards among team members. Perform regular follow-up on the team members punctuality and adherence to scheduling . Suggest tools and communication channels to share new ideas generated from sub-ordinates with the right concerned parties. -Monitor staff performance by revising their work, KPI achievement and providing required instructions and guidance . Motivate staff through incentives and rewards, which results in employees? satisfaction & better performance. Hold regular meetings with team members and team members to strengthen communication and ensures sharing the same message.