Fahd Mohammed

Egypt Egypt

Team Leader at etisal

Human Resources / Recruitment

• Responsible for all team affairs • Monitor agents calls remotely and side by side • Conduct staff meeting and one to one meetings • Conduct proper action plan and coaching • Send daily, weekly and monthly KPIs for team • Handle floor supervisor task once per week • Conduct required soft skills and product knowledge trainings • Handle escalation calls and thanks calls as well • Report and analyses agents performance to direct supervisor • Cascade new information and processes updates for subordinate Contact Center Management • Contact Center Training • Agents Coaching and On Job Training • Contact Center Quality Assurance • Contact Center Workforce Management • Contact Center Tech...