- Checking the satisfaction rate for the team daily - Monitoring the unsatisfied cases daily to check if the root cause is related to the team or the business-Lead a team that contain 20 agents. - Arrange workshops to share all issues we have with the team to avoid repeating them.- Mentoring all the team members daily to be sure that the workshop is effective and to know every team member his weakness and excellent points.- checking agent's numbers in the daily performance sheets regularly - Meeting with the top management weekly to report the weekly achievement, and discuss all the support needed from the other departments-Preparing performance reports regularly (weekly, monthly, annually)- Empower team members with skills to improve their confidence, product knowledge, and communication skills.On a daily basis check our metrics and targets, especially the metric of customer satisfaction, and deliver the importance of it to our agents- Ensure that company goals and objectives are being met by each employee.-Trying to solve the environmental problems and deliver them to the HR Team to manage to solve it- Working with other supervisors and management team members to support agents in order to gain customer satisfaction.- Helping teams to build the necessary skills and knowledge. - Motivate the team by trying to create an environment that inspires them to achieve organizational goals. - Conducting training of team members by cooperating with other departments to maximize the agent's potential.- Contributing to the growth of the company through a successful team.

- Back up for super in all his duties ( Monitoring, daily tasks, Coaching, etc.)- supporting new batch which joins Egypt Hotline

- Handle all customer requests, complaints, and escalations. - Support all agents from different LOBs on the floor. - Update the customer with all information related to their requests or complaints. - Follow up with the service Centers and sales points regarding all the new updates related to customers’ complaints and requests. - Daily follow-up with pending cases to gain customer satisfaction Back office at Huawei mobile services - Responsible for supervisor’s tasks such as accuracy of the team, repeated calls, analysis of team’s numbers - Dealing with E-commerce on the Huawei website and following customers from making orders till received it

- Answering customer's inquiries and handling them - Escalate the complaints to a high level and follow up with the customer till solve it - Support customers in all their technical issues and make all troubleshooting

Checking the balance of customers' accounts, following up on buying and selling

Activation line for customers

Following with a group of people to taste our new products and the product for another competitor then ask them about it