mostafa saeed

call center Senior SupervisorFull Time

• Job Details:Oversees daily operations to ensure excellent customer service and efficient team performance. Develop and implement strategies to improve customer service quality and call center performance. Manage and motivate call center staff to ensure performance targets are met. Train and coach call center staff on customer service techniques. Monitor call center performance and customer service metrics. Analyze customer feedback and develop strategies to address customer needs.

Call Center Supervisor

• Job Details:Leading and motivating call center staff. Devise ways to optimize procedures and keep staff motivated. Ensure adherence to policies for attendance, established procedures. Responsible for coordinating, orientation, training, assignment, coaching, counseling, and disciplining workforce. Prepare monthly/annual results and performance reports. Anticipate escalation and take over calls when needed. Measure performance with key metrics such as call abandonment, calls waiting. Hire and onboard new employees.

Account Management Senior Advisor

• Job Details:Responsible for maintaining and expanding relationships with significant clients. Train and assist entry-level customer service officers by helping them improve listening skills, communication, and multitasking abilities. Handle account requests and complaints and work on resolving them appropriately. Conduct welcome and courtesy calls based on an agreed timeline and schedule monthly meetings with accounts' spocs to ensure spocs satisfaction.