Our Job Offers

Chatting Agent

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub Department: Quality

Reporting To: Specialist

Key Responsibilities: 

• Carrying on the surveys needed to capture end users feedback or any other different transactions required 
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et) 
• Keep records of customer interactions, process customer accounts and file documents 
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service. 
• Increase effectiveness of delivering the service; validating and justifying whenever any indicator is showing a wide variation or not meeting the benchmark 
• Flag issues and concerns that requires escalation and share the validation regarding any solutions that might enhance the end user experiences 
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the projects action plan to ensure fulfilment is done accurately. 

Location: Abbasia

Skills Required:

• English Profile B1
• Result Orientation
• Operational Awareness
• Building Network
• Customer Centricity
• Coaching & Mentoring 
• QA Focus

Job Responsibilities: 

• 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 KPIs are met (daily/weekly/monthly) 
• Manages difficult calls by acting as 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 assessments 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 the Advisor's efficiency with required SLAs and occupancy targets 
• Logs and acts on client’s requests 
• Communicate to Work Force any changes to schedules or Work Force levels on needed schedule changes
• Ensures that end-user privacy policies are properly implemented 
• Ensures that Team members adhere to RCC 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 showing 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.

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