Operations Command Core
/
Real-Time Sync
Overview
Team Lead Command Center & Operational Snapshot
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Current Period: February 2025
Operational • Active Shift
verified
Layla Kassem
TENURED
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Status Verification
Hired > 3 months ago: Tenured status confirmed.
Team Lead
Customer Care
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Voice Channel
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Direct Manager
Tariq Mansoor
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Hiring Date
23 Months
March 15, 2023
Assigned Advisors
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14
Advisors
14 Voice Advisors • 100% Voice Channel
Evaluations Completed
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128
Evaluations
Target: 140
91.4% Target Met
Open Disputes
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4
Disputes
1 SLA Alert (>72h)
3 under review
Documented Coaching
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26
Sessions
Target: 28
On Track (Month-End)
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3 Required Today
Immediate Review Pipeline
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Dispute #DSP-8912 • Zaid Al-Otaibi
SLA Breached >74h
Contested Section: Identity & Verification Protocol (Voice Recording #4491)
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Evaluation Sign-Off • Nour Al-Ghamdi
Audited by Central QA
Score: 98.5% • Excellent empathy and resolution tempo in BNPL payment flow
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FCR Pattern Flag • Omar Farooq
System Metric
3 Repeat inquiries on Merchant Settlement in 48h timeframe
Team Evaluation Velocity (Last 5 Days)
+14.2% vs Previous Week
Mon
Tue
Wed
Thu
Today
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2 Slots Booked
Today's Coaching Agenda
14:00 - 14:45 (Voice Focus)
Confirmed
FA
Fatima Al-Harbi
De-escalation tone & Late Fee waivers standard
16:30 - 17:00 (Calibration)
Pending Pre-brief
KA
Khalid Al-Dossari
Card declined handling script verification
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New 1-on-1 Session
Log ad-hoc feedback or voice review
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Assigned Team Advisors • Voice Unit
Showing 5 of 14 Members
| Advisor Name | Role & Channel | Evaluations (MTD) | Avg Quality | Dispute Status | Actions |
|---|---|---|---|---|---|
|
ZA
Zaid Al-Otaibi
|
Voice Care (Senior) | 11 / 10 Target | 94.2% | 1 Open (Escalated) | |
|
NA
Nour Al-Ghamdi
|
Voice Inbound Care | 12 / 10 Target | 98.5% | None | |
|
FA
Fatima Al-Harbi
|
Voice Inbound Care | 9 / 10 Target | 88.0% | None | |
|
KA
Khalid Al-Dossari
|
Voice Inbound Care | 10 / 10 Target | 91.2% | 1 Open | |
|
OF
Omar Farooq
|
Voice Escalations | 8 / 10 Target | 93.0% | None |