Helmy A.

Background

About Helmy A.

Develop, mentor and manage a team of (15-25) Contact Center Representative • Coach, monitor and provide feedback to agents on a regular basis to improve performance • Motivate staff to achieve all assigned targets and goals. • To communicate the management information and updates on policies and/or procedures to the operations team. • To 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. • To build a solid customer service team that exceeds goals and expectations • To supervise the workload of the team, allocating team members to optimize service provision and support across the hours of the operation of the team. • To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients. • To supervise the team in accordance with the company policies and procedures. • To resolve interpersonal issues within the team and escalate if required. In any case the Supervisor must give direct feedback to the Assistant Contact Center Manager regarding these issues. • To schedule team staff meetings and functions. • To report to senior management on customer service metrics, opportunities, and threats. • To ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction. • Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately