 Handling At&t services and DTV (Sales and Support). Handling B2B Process for ‘Digital Marketing’. Ensuring the performance of the staff is of a high standard. Carrying out performance reviews. Supervise essential key account possibilities.

 Ensuring the performance of the staff is of a high standard. Carrying out performance reviews. Supervise essential key account possibilities. Allocating tasks to staff, organizing holidays and training in order to improve efficiency and overall service delivery. Identify and give feedback on agent shortcomings in soft skills and process knowledge,  Online/Offline monitoring of agent calls to audit and scrutinize, daily reports on Quality deviations, Auditing calls based on set parameters and Taking training for new batches regarding quality parameters.  Technical sales and support.

 Ensuring the performance of the staff is of a high standard. Carrying out performance reviews. Supervise essential key account possibilities. Allocating tasks to staff, organizing holidays and training in order to improve efficiency and overall service delivery. Identify and give feedback on agent shortcomings in soft skills and process knowledge,  Online/Offline monitoring of agent calls to audit and scrutinize, daily reports on Quality deviations, Auditing calls based on set parameters and Taking training for new batches regarding quality parameters.  Technical sales and support. Identify and give feedback on agent shortcomings in soft skills and process knowledge Online/Offline call monitoring of agent calls to audit and scrutinize. Daily reports on quality deviations Auditing calls based on set parameters and CTQ’s Taking training for new batches regarding quality parameters. Preparing Pre-shift and Post-shift meeting presentations Reviewing the performance of the agents Giving feedback to operations regarding any deviations in process. Taking SOP calls on regular basis.

 Identify and give feedback on agent shortcomings in soft skills and process knowledge Online/Offline call monitoring of agent calls to audit and scrutinize. Daily reports on quality deviations Auditing calls based on set parameters and CTQ’s Taking training for new batches regarding quality parameters. Preparing Pre-shift and Post-shift meeting presentations Reviewing the performance of the agents Giving feedback to operations regarding any deviations in process. Taking SOP calls on regular basis.