zainab zayed

operations supervisorFull Time

• Job Details:• Leading and developing a team of 20-25 Contact Center Representative. • Daily monitoring and coaching for the team with delivering the feedback to improve performance. • Motivate staff to achieve all assigned targets and goals. • Communicate the management information and updates on policies and/or procedures to the operations team. • Ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements • Build a solid customer service team that exceeds goals and expectations • Supervise the team in accordance with the company policies and procedures. • Resolve interpersonal issues within the team and escalate if required. • Schedule team staff meetings and functions. • Report to senior management on customer service metrics, opportunities, and threats. • Ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction. • Supervise everyday working of department operating process. • Maintain and provide efficient back up to the team and ensure achievement of all the internal and external KPIs. • Daily reports for the adherence and the KPIs performance. • Giving daily instructions on how to deliver an outstanding customer experience. • Frequent analysis for the achieved and non-achieved KPIs. • Action plans for the outliers and following up on weekly basis. • Monthly improvement plans for the team. • Delivering monthly one on ones with setting expectations for the new month. • Making sure all the operations are following the rules and restrictions. • Weekly presentation showing the achievements comparing to targets.

subject matter expertFull Time

• Job Details:Assisting new agents in learning the process using the required tools and systems. -Support and help the new hires with their cases. -Explain everything about operations rules and regulations. -Deliver a daily report for the day.

escalation help deskFull Time

• Job Details:Handling complaints and escalations