Toqa Refaat Abo-Khatwa

Performance ManagerFull Time

• Job Details:• Was responsible for coaching and leading call Centre representatives as they provide support to customers while leading team meetings to educate them regarding process and practices and explain expectations to employees • Answering representative questions, guiding them through difficult calls or issues, diffusing angry customers or handling issues that cannot be fielded by representatives. • Setting development plans for employees to make sure they achieve their career goals while ensuring staff members are achieving desired service levels and taking corrective actions as needed • Preparing reports and analyzing call Centre data to improve process, ensure processes are properly allocated and maximize efficiency and customer satisfaction • Taking on other tasks or projects to support employees, other managers and call Centre operations and assisting other Management Teams in identifying trends