Etisal International

Supervises/manages activities and performance of the Account Advisors Handles Account Advisors needed for on-job training and coaching Monitors transactions to ensure that QA standards are met Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) Manages difficult calls by acting as the first line of escalation Coordinates, as needed with all supporting functions to eliminate any problems affecting the operations Adheres to all schedules (Advisors/operations / Monitoring) Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) Monitors incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distribution Coordinates daily with the WorkForce to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets Logs and acts on client’s requests Communicate to WorkForce any changes to schedules or WorkForce levels on needed schedule changes Ensures that end-user privacy policies are properly implemented Ensures that team members adhere to RCX policies Adhere to the monitoring plan which is shared by the quality team and perform all suggested actions on time in accordance with the plan. Conduct process improvement opportunities on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value-added to clients. Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 1
  • 326
Etisal International

Communicate with customers via phone. Work with internal departments to meet customer's needs.

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 2
  • 335
Etisal International

Manage and communicate the monitoring sample size. Audit the quality specialists team members’ monitoring process. Audit the operations team leader monitoring process. Conduct calibration sessions for new quality members (quality assurance specialists) and new operations members (team leaders). Audit all reports of QA results per transaction on a regular basis and monthly reports. Ensure the consistency of all quality monitors and follow up on calibration results. Ensure that all accounts are meeting the quality benchmarks, and follow on the action plans for the accounts that do not meet the benchmarks. Ensure the capability of the knowledge base and measure the staff feedback accordingly. Collect the department balanced scorecard

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 0
  • 270
Etisal International

Manage and communicate the monitoring sample size. Audit the quality specialists team members’ monitoring process. Audit the operations team leader monitoring process. Conduct calibration sessions for new quality members (quality assurance specialists) and new operations members (team leaders). Audit all reports of QA results per transaction on a regular basis and monthly reports. Ensure the consistency of all quality monitors and follow up on calibration results. Ensure that all accounts are meeting the quality benchmarks, and follow on the action plans for the accounts that do not meet the benchmarks. Ensure the capability of the knowledge base and measure the staff feedback accordingly. Collect the department balanced scorecard

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 3
  • 274
Etisal International

Communicate with customers via phone. Work with internal departments to meet customer's needs.

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 0
  • 290
Etisal International

Supervises/manages activities and performance of the Account Advisors Handles Account Advisors needed for on-job training and coaching Monitors transactions to ensure that QA standards are met Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) Manages difficult calls by acting as the first line of escalation Coordinates, as needed with all supporting functions to eliminate any problems affecting the operations Adheres to all schedules (Advisors/operations / Monitoring) Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) Monitors incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distribution Coordinates daily with the WorkForce to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets Logs and acts on client’s requests Communicate to WorkForce any changes to schedules or WorkForce levels on needed schedule changes Ensures that end-user privacy policies are properly implemented Ensures that team members adhere to RCX policies Adhere to the monitoring plan which is shared by the quality team and perform all suggested actions on time in accordance with the plan. Conduct process improvement opportunities on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value-added to clients. Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 0
  • 292
Etisal International

Supervises/manages activities and performance of the Account Advisors Handles Account Advisors needed for on-job training and coaching Monitors transactions to ensure that QA standards are met Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) Manages difficult calls by acting as the first line of escalation Coordinates, as needed with all supporting functions to eliminate any problems affecting the operations Adheres to all schedules (Advisors/operations / Monitoring) Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) Monitors incoming call queue (Real-Time Display) and performance metrics to optimize efficiency and maintain even distribution Coordinates daily with the WorkForce to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets Logs and acts on client’s requests Communicate to WorkForce any changes to schedules or WorkForce levels on needed schedule changes Ensures that end-user privacy policies are properly implemented Ensures that team members adhere to RCX policies Adhere to the monitoring plan which is shared by the quality team and perform all suggested actions on time in accordance with the plan. Conduct process improvement opportunities on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value-added to clients. Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 5
  • 341
Etisal International

Manage and communicate the monitoring sample size. Audit the quality specialists team members’ monitoring process. Audit the operations team leader monitoring process. Conduct calibration sessions for new quality members (quality assurance specialists) and new operations members (team leaders). Audit all reports of QA results per transaction on a regular basis and monthly reports. Ensure the consistency of all quality monitors and follow up on calibration results. Ensure that all accounts are meeting the quality benchmarks, and follow on the action plans for the accounts that do not meet the benchmarks. Ensure the capability of the knowledge base and measure the staff feedback accordingly. Collect the department balanced scorecard

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 5
  • 273
Etisal International

Fluency in English is required, non-Egyptians/natives are also welcome to apply. Responsibilities Communicate with customers via phone. Work with internal departments to meet customer's needs.

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 5
  • 405
Etisal International

Responsibilities Communicate with customers via phone. Work with internal departments to meet customer's needs.

Employment Type
Unspecified
Job Role / Function
Customer Service
Career Level
Entry Level
  • 35
  • 2406
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