karim abdelrahman

TeamleaderFull Time

• Job Details: Communicate with other Customer Care departments to deliver customer feedback and respond to all relevant customer inquiries.  Work on achieving own objectives effectively and efficiently in alignment with the company strategy and with respect to its policies and best practices  coach, train, motive employees and evaluate their performance  Escalate problems, report suspected fraud and provides relevant feedback to the Management in order to be updated with customer problems  Service level agreement commitment  Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines  Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs  Ensure agents adhere to schedules and minimize absenteeism of agents  Explains and communicate KPIs / performance measuring parameters for team members

team leaderFull Time

• Job Details:• Determining Call Center function operational strategies by conducting needs assessments • Maintaining and improves online operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans • Daily monitoring for all account requests with the team members • Accomplishes organization goals by accepting ownership for accomplishing new and different requests • Seek feasible solutions to technical issues • Preparing development plans for all direct reports • Communicate with other Customer Care departments to deliver customer feedback and respond to all relevant customer inquiries. • Work on achieving own objectives effectively and efficiently in alignment with the company strategy and with respect to its policies and best practices • coach, train, motive employees and evaluate their performance • Escalate problems, report suspected fraud and provides relevant feedback to the Management in order to be updated with customer problems • Service level agreement commitment • Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines • • Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs • Ensure agents adhere to schedules and minimize absenteeism of agents • Explains and communicate KPIs / performance measuring parameters for team members • Identify performance gaps for specific individuals and create action plans to improve performance. • Provide opportunity to Reward and Recognize High Performance. • Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken • Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with. • Give technical assistance to agents from his/her team and from other teams if required. • Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation • Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction • Respond effectively to escalate transactions, customer complaints and report escalations. • Support the queue if necessary • Prepare and submits internal reports • Ensure adherence to laid down operational metrics and client determined SLAs for self and team members • Continuously monitor, analyze agent related metrics and provide actions for improvements. • Enhance self-process knowledge of handling transactions (calls / emails/cases) • Keep self-updated on organizational products, offers and processes • Introduce or suggest process improvements by using knowledge and experience • Manage the Call Center Staff

delegate team leaderFull Time