Mark Maher Email & Phone Number

Cairo, Cairo Governorate, Eg

• Explains and communicates KPIs / performance measuring parameters for team members.• Continuously monitor, and analyze agents in accordance with the COPC metrics and provide actions for improvements.• Continuously check the team's performance and ensure it is consistent with the overall client & Internal objectives and timelines.• Ensure agents adhere to schedules and minimize absenteeism of agents.• Identify performance gaps for specific individuals and create action plans to improve performance.• Provide an opportunity to Reward and Recognize High Performance.• Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.• Introduce and suggest process improvements by using knowledge and experience.• Give technical assistance to agents for my team and other teams if required.

• Monitor and evaluate monthly agent performance, review productivity and attendance reports, coach staff members to improve performance, and, Assist agents with career development.• Meet monthly key contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics.• Ensure that customers’ questions and problems are resolved properly and quickly.• Address customers' problems that require escalation outside of the department.• Report, analyze, and resolve system, customer, and operational issues that impact service quality.

• I could assist the customers in both English and Arabic, by providing them with the needed information about the company and the projects via inbound and outbound calls.• Ensure agents adhere to schedule, and breaks and minimize absenteeism rates.• Give technical assistance to agents.• Assist with coaching/training the call center agents to ensure that they achieve company expectations.• Communicate and make sure that the team got acknowledged by any updates on kb whether it is major or minor.• Assist team leader in achieving the best performance.

• Educate customers on the bank’s products, service details, and information.• Evaluate customer information to explore issues, develop potential solutions, and maintain high-quality service.• Enter New Customers' information into System and Cross-sell Bank Products and Services based on Customer needs in accordance with the bank’s program standards.• Follow up on customer calls where necessary.