•       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.