Osama Mahmoud

Background

About Osama Mahmoud

Through my years of study and work, I have gained great experience in leadership• Understand the roles segregated into daily, weekly & monthly tasks.• Auditing outliers' performance and analyzing numbers to get to the root cause of their performance by usingthe root cause analysis and methodologies.• Supervise manages the daily activities and performance of the Team members.• Handles Agent needed for on-job training and coaching.• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations.• Performs daily, week and monthly meetings with Agents achievements, targets and new updates and to keepthem always up to date with the newest updates.• Ensures the Agents KPI’s are met (daily/weekly/monthly).• Ensures that quality privacy policies are properly implemented and on the right track to achieve companies'vision & Mission.• Carries out annual performance assessment of team members.• Manages difficult situations by acting as the first line of escalation and handle all agents'inquiries/complaints.• Ensure that all team members adhere to code of conduct.