Bahaa moustafa Eid

customer care team leaderFull Time

• Job Details:Change the process of some tasks .  Delete old tasks and create new task to increase the benefits of the company .  put new process for the schedule of the week .  Made changes in the shifts and the tasks and create daily schedule for the agents .  Achieving the sales target for the team .  put monthly and quartile plan for the department .  support the marketing team in creating the campaigns .  Support the agents to increase their information and their business awareness  Validate the quality mistakes and make the needed coaching .  Prepare the performance reports daily and monthly .  Prepare the monthly KPIs and the target percentage .

operation supervisorFull Time

• Job Details:Welcome the new team members and explain their KPI for them. Handle the daily tasks of the team(attendance-overtime )Sending the team performance and the team rank on the floor. Send the team reports for the management. Prepare action plan for the low performance gents . Work by the quarterly style . Support and motivate the agents by all the possible ways. Work on the team performance to reach the top rank on the floor. Reply the client requests . Handle the tasks which assigned from the management . Handle the task of the floor supervisor ( organize the escalation calls between the supervisors –manage the service level –handle any technical issues with the agents )Check the quality calls and the NPS score and validate the detractor calls . Share tasks with the team members to help them to learn new management skills

team leaderFull Time

• Job Details:monitor the team performance monitor the team quality monitor the sales target for the team handle complaint calls prepare the agents weekly schedule prepare the supers weekly availability prepare the daily and monthly reports for the client communications with the client