Manage Schedules of Call Center Agents to Ensure Operating Effectively and Efficiently. Accountabilities Analysis Call center workload to identify the needed workforce capacity Studies Waiting Time – SLA – Adherence - Absenteeism- Utilization and other call center elements to Identify Weekly working Schedule for call center Develops Daily, Weekly, Workforce Management Reports to communicate workforce status and issues Holds Regular Meetings with Call Center Manager to review overall call center performance from Workforce perspective Executes Multiple Initiatives to Ensure operating effectively and efficiently regarding (Cost – Call) Reporting for all queues. Analyze any abnormal activity, report it and give recommendation. Scheduling long and short with the available staff considering all excepted events with a different impact. Preparing the quarter plan considering operation requirement Analyze inbound/outbound call trends, and call arrival patterns for intervals, hourly, daily, weekly and monthly increments Key Performance Indicators (KPI) including but not limited to Service Level Abandon Rates, Occupancy, Utilization, Quality, and Average Handle Time. Data tracking and reporting Identify, make staffing adjustments, and communicate changes when call flows deviate from forecasts and/or staffing levels are not met. provide support across multiple functions and as such must establish and maintain business needs working relationships with all levels of management, including operations / Managers, Work closely with the Team Supervisors and Call Center Managers to insure that the needs of the Contact Center are met and communication is accurate and consistent. Work Force Management software and other repositories & WFM Enhancements Charged with maintaining staffing levels and headcount. Responsibilities for this position may be expanded to include all interactions

Leading and developing a team of 12-15 Employee; responsible for the overall performance management, coordination and evaluation of the team. Identifying and eliminating barriers to accuracy, productivity, and quality. Carrying out supervisory responsibilities policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution. Mentoring and act as a resource to new employees and expedite their learning curve also devise action plan to develop and growth Communicating policies and become the primary information source for staff; Develop and Achieve performance goals and objectives in line with the organization wide vision and goals

Corporate High Usage (Risk Management) Responsible for monitoring all the postpaid customer (consumer and corporate)(newly activated and old) security deposits in case feel a fraud intention or in case a commercial usage, monitoring the roamers unbilled through the HURs and EDCH reports and the reports, presenting a monthly report to the High Usage Manger with all team activities and KPI's

Corporate Account Management Determine requirements by working with corporate accounts. Answer inquiries by clarifying desired information; researching, locating, and providing Information regarding mobile/ GSM services solve problems by clarifying issues; researching and exploring answers and alternative solutions; Implementing solutions; escalating unresolved problems. Fulfill requests by clarifying desired information; completing transactions and forwarding requests. Sell additional services by recognizing opportunities to up-sell accounts; explaining new features. Maintain call center database by entering information. Keep equipment operational by following established procedures; reporting Update job knowledge by participating in educational opportunities. Enhance organization reputation by accepting ownership for accomplishing new and different requests; Exploring opportunities to add value Fulfill requests by clarifying desired information; completing transactions and forwarding requests.

Controlled the finance to ensure compliance with established credit terms, criteria and policies; followed Up on outstanding payments authorized accounts payable transactions to maintain cash flow stability Planned and enforced annual budgets

Customer Experience Complaints am& retention Products and services Technical Support

Handling and presenting Supervising all office applications • Coordination between the company and the embassy • Client's follow up. company client data basecompany presentations Present draft report suggestions to clients along with a summary of the expenditure involved, Negotiate and arrange for modifications if required Accounting.