•  Support to reach targets for individuals and teams

• Take calls that your agents can't handle and be available when an agent appears to need assistance.

• Support and answered all the questions from agents’ requirements

• Anticipate escalation to related department

• Needs to Take over calls when needed

• Keep staff motivated. Motivate and encourage agents through positive communication and feedback

• Measure team performance with key metrics such as call abandonment٫ calls waiting٫ queue and track inbound calls, etc.

• Ensure adherence to policies for attendance٫ established procedures etc.

• Keep management well-informed about issues and problems

• Prepare monthly performance reports

• Manage by walking around.

• Monitor queue and track inbound calls. ...

• Motivate and encourage agents through positive communication and feedback

• Provide training

• At least 2 years’ experience in related field

• Excellent personal organizational skills,including time management, and ability to meet deadlines and work underpressure

• Excellent verbal/written communication,interpersonal and negotiation skills.

• Ability to work collaboratively with colleagues across the organization developing effective working relationships to deliver outstanding results

• Ability to adapt to changing organizational and operational needs.

• Good knowledge of Office applications ( Excel, PowerPoint, Word etc….)