Managing team that proceeses escalated ticket requests. Ensures team meets SLA and provides quality customer experience. Report insights and recommendations to improve processes.Implementation of efficiency projects.

Developing and implementing training programs to improve employee, partner, and vendor skills and knowledge.Ensuring that the company’s quality standards are met and that employees are providing high-quality service to customers and partners. Managing and developing a team of trainers and quality assurance professionals.Collaborating with other departments within Bayad to ensure that training programs are aligned with the company’s overall goals and objectives.

Oversees daily operations of the quality teamDesign and collaborate process improvement initiativesAdministration of all quality and report tools

Managing the Social Media Command Center TeamThe team is tasked to deliver relevant social media news and updates real time. The team is also tasked to scan potential negative topics relevant to the Company.This team will create reports based on analytics gathered from different social media platforms.We will also create social media listening reports for various topics -- from brands, contents, businesses, properties, and others -- that are relevant to the Company and will help generate insights in deciding for the Company's next steps. The command center will help in decision making by presenting real-time data insights to optimize company strategy.

Creation of Training Programs and modules for various campaigns for Telco, DTT STB Box, Social Media Customer Service, Loyalty Program, Online Store and Content ChannelsConducting Training Programs/Modules

• Rolling out training programs for multiple sites, • Developing and Designing Programs to be rolled out • Handling administration work. (Creating and generating tracker for reports)

Establish quality monitoring and quality assurance processes within the Technical Support and Customer Service department.• Continually coach ACSR Agents on general communication strategies, skills, ethics, values, attitude, and other cornerstones of superior customer service.• Supervising 20 agents; monitoring 2 calls per agent for the week and providing feedback to motivate them to meet their Goal.Participating and representing our site for international QA calibration with verdor and Owned & Operated sitesConducting and facilitating local calibration for local QA groupGenerating and cascading QA Trend Reports

Answer incoming phone calls and provide support to callers experiencing TV and Satellite problems Dish Network. As an Advance Technical Support Representative we are expected to also resolve any service and bill related concerns. We also assist potential customers to sign up a new account.