Sally Salem Hamed

Operation Team LeaderFull Time

• Job Details: Team Tasks • Preparing the required daily reports for the team performance and delivering it to them • Arranging & chairing weekly team meetings, focusing on targets & achievements • Motivating the team to achieve high standards and KPI targets. • Creatively thinking of new ways to Improve the team performance • Handling complaints (from both staff and customers) • Keeping up to date with the latest information and the feedback from the other departments to be able to cascade it to the team members and make sure that they are up to date • Involved in the recruitment of new staff • Monitoring target to make that the team calls meeting the quality targets • Setting the required action plans to enhance team performance • meeting the required deadline for the justifications and required feedback  Operation Tasks :  Floor Management; • Assure agents attendance and sticking to their schedules, breaks • Assure Team leaders’ attendance and sticking to schedules. • Controlling floor issues. • Off board task activities in coordination with work force department. • Communication with other departments and escalate on time • Send the application outage daily report • Send the SL report • Update the figures per interval report • Distribute tasks on available TL’s.  TT Task Owner • - Maintain all assigned requests is handled during agreed service level for each SR • - Distribute escalated, refund, After rejection process requests on the available TL’s. • - preparing the handover by the end of the day  MBWA Task - making sure from applying the house rules in the floor - providing the required support for the agents - checking the PCs problems and coordinate with IT department to solve it - Taking the required actions regarding any violation