•       Assign daily task to the team and make sure to meet the deadlines given by             client.
•       Responsible for meeting all targets/KPIs on daily bases.
•       Design daily report of team production stats.
•       Responsible for the team quality, SLA, and targets set by the client.
•       Attend meeting with client once a week and present with weekly stats.
•       Train new agents before going to production on floor.
•       Put forward request of agents for leaves and emergency departure.
•       Maintain team attendance and decorum by given corrective actions policies design by the company.

• Monitors and measures the quality of customer service call, emails, and Menus.
• Prepares and presents audit reports for management to identify the issues and performance.
• Assists with feedback and training of individuals who have contact with customers. • Design of formats and quality standards.
• Uses quality monitoring system to compile and track performance at team and individual level.

• Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).

• Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.

• Helped company attain the highest customer service ratings (as determined by external auditors)—earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.

• Manage life cycle of service requests, incidents/outages and internal communication with employees.
• Looking over IT infrastructure & telephony system maintenance in line with company’s IT strategy.
• Being main point-of-contact for resolution & escalation between all departments within company.
• Managing detailed tracking of each employee’s IT related requirements in a ticketing system.
• Routing queries to relevant internal departments according to established procedures.
• Follow-up with employees to ensure all their queries have been catered in time.
• Creating & terminating the employee login credentials used for internal tasks.
• Share accurate & timely feedback of all IT related queries to management.

• Operation monitoring and productivity enhancement.
• Responsible about planning for preventive maintenance for all equipment.
• Troubleshooting and corrective maintenance.
• procurement and spare parts request.
• Major maintenance planning.
• chemical parameters monitoring and operation decision accordingly.
• Following contractors for the main equipment.
• System retrofit and modification.
• PLC and SCADA system backup and modification according to the requirements.
• Team scheduling and management for operation and maintenance.
• Safety rules implementation to property and team.
• Daily and monthly tonnage and electricity consumption calculation
• Daily and monthly water and chemical treatment consumption calculation

• perform Drive testing using TEMS investigation 8.1.4, 9.0, 9.0.4 and 10.0.5 for GSM network
• Post processing of 2G/3G/4G Drive test log files to identify the RF related problems like Poor coverage, RF interference, RF Quality, SINR, RSCP, Inter and Intra Cell Handover problems.
• Configuration and Drive test of Rollout, Expansion and Swap sites.
• Technical Reporting and a good hand on experience of Rollout, Expansions and swap sites.
• To perform 2G drive test of swapped cities using TEMS Technical Reporting of Rollout and Expansions sites.
• Support during 2G drive test.
• changing parameters using NETNUMEN client.
• Adjusting parameters like CRO, POWER-CONTROL, BCCH, SACCH LEVEL, etc to clear adjacent channel and co-channel interference while maintaining SQI and coverwosrt.