Eman Abdel-Nasser Soliman

Senior Operations ManagerFull Time

Contact Center ManagerFull Time

Assistant Contact Center ManagerFull Time

• Job Details:• Analyzes the performance of supervisors and the team intraday/daily/weekly and monthly basis to maximize business performance. • Review financial data and take actions as required • Hold educational learning plan for the supervisor’s team • Hold daily / weekly / monthly meetings to focus and highlights the business priorities. • Identifies those supervisors who are not meeting goals and agree on an action plan , praise and motivate the good performers • Studies performance reports to develop Agent Follow up tools to enhance performance of low performing Agents. • Analyses data to identify priority actions for their team of Supervisors. • Ensure that all global initiatives are applied in line with company standards • Signs all payroll related issues created by Supervisor for approval • Issues Incident Reports, disciplinary actions and/or human resources related documents • Communicates achieved numbers and action plans for current opportunities to the client with a glide path for improvement