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·     Duties & responsibilities: Coach, Lead, Motivate & Monitor team members ensuring compliance with set standards of the company’s customer service.

·     Daily management of the team (4 Helpdesks and 14 call center agents) and their performance/scorecards, in terms of Login hours, targets, numbers of calls handled, Hold time, breaks, guests positive/negative feedbacks, etc.…

·     Monitor, Handles Global Contact Duty desk emails assisting all EY networks worldwide, in terms of calls, emails and complaints handling.

·     Managing and recording attendance and lateness of staff.

·     Support Network Flight center with flight disruptions and reports.

·     Provide on the job coaching for new joiners and the team members.

·     Help to achieve revenue and customer service targets in support of overall departmental targets.

·     Arrange one to one meeting with team members to brief on their performance.

Prepare one-to one score cards and daily, weekly and monthly reports