Hajar Younes

Manage team performance through assigning objectives per agent to ensure team productivity. • Supervise workforce management on the team level, by recommending corrective actions that complies with COPC standard for problem resolution and all aspects of the team. • Respond to customer questions when escalated through communication means to meet customer requirements. • Analyze and evaluate team results and communicate issues, with the concerned interface via the proper communication way to enhance team performance. • Manage employees HR related inquiries and actions through HR management system to increase employee satisfactions. • Motivating staff to achieve performance targets through creating a fair and healthy workplace, developing employees in every contact point, to ensure they are following the required structure for the calls. • Create departmental related reports on periodical basis through tracking, measuring, and monitoring department performance. • Coach, develop, motivate, and monitor team members performance through following up on employee objectives for improving productivity and skills competencies.

Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion. Document all inquires, requests, resolutions, and follow-up tasks. Display a courteous and empathetic attitude to all customers. Perform research to answer customer inquiries and requests.