lalla meriem el idrissi
· 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
Subscription required to View Contact Details. Subscribe Now