Alia Alshamsi

• Serve as the safeguarding lead and primary point of contact for around 20 People of Determination (PoD) employees, ensuring their welfare, safety, workplace inclusion, and compliance with UAE labor and safeguarding standards.
• Manage daily operations, supervision, and case management, including attendance monitoring, task allocation, accessibility adjustments, and coordination with ZHO, HR, HSE, supervisors, and families.
• Conduct risk assessments, implement reasonable workplace accommodations, resolve incidents, and lead investigations with proper documentation and escalation.
• Oversee recruitment support, onboarding, and induction, ensuring accessible workstation setups, buddy assignments, and smooth role transitions.
• Develop and maintain Individual Support Plans (ISPs), track progress, and collaborate with HR and supervisors to address performance or behavioral concerns early.
• Coordinate training and awareness programs, coach supervisors on inclusive communication, and promote a positive, respectful workplace culture.
• Ensure health, safety, and accessibility compliance through routine checks, evacuation readiness, and support for events or off-site activities.
• Maintain accurate HRIS records, prepare weekly/monthly reports, and support internal/external audits.
• Exercise authority to pause unsafe work, initiate safeguarding actions, and request reasonable accommodations when required.

• Team Supervision & Support

Oversee the daily activities of a team of call center agents.

Provide real-time support and guidance during calls or difficult customer interactions.

Ensure adherence to schedules, breaks, and shift timings.

• Performance Monitoring

Track team performance using KPIs (Key Performance Indicators) like:

Average Handling Time (AHT)

First Call Resolution (FCR)

Customer Satisfaction (CSAT)

Call Quality Scores

Identify underperforming agents and provide coaching.

• Training & Development

Conduct onboarding training for new agents.

Organize regular coaching sessions or workshops to improve skills.

Share product/service updates with the team.

• Quality Assurance

Monitor calls (live or recorded) for quality control.

Provide feedback and action plans to ensure service excellence.

Maintain compliance with company policies and procedures.

• Motivation & Morale

Motivate team members to reach targets and maintain a positive attitude.

Handle team conflicts or concerns professionally.

Recognize and reward outstanding performance.

• Reporting & Communication

Prepare regular reports on team performance and KPIs.

Communicate team results, updates, and targets clearly.

Act as a bridge between agents and management.

• Customer Escalations

Handle escalated customer complaints or issues that agents can't resolve.

Ensure customer issues are resolved efficiently and professionally.

• Process Improvement

Identify gaps or inefficiencies in current processes.

Recommend improvements to increase productivity and service quality.

• Answering Incoming Calls: Handling customer inquiries, issues, or service requests promptly and professionally.
• Providing Information: Giving accurate details about benefits , services, or financial support policies.
• Resolving Customer Issues: Diagnosing and troubleshooting problems, addressing complaints, and offering solutions or alternatives.
• Processing Orders: Assisting customers with placing cases , tracking payment , or modifying existing orders.
• Technical Support: Assess technical issues, provide initial troubleshooting and solutions, and escalate to the technical department if further assistance is required.
• Updating Customer Records: Ensuring customer accounts are updated with the latest information, interactions, or case notes.
• Outbound Calls: making calls for feedback ,mystery shopper, surveys, or follow-ups.
• Escalation: Forwarding more complex issues or complaints to higher-level agents or managers when necessary.
• Maintaining Knowledge: Staying up-to-date on policies , benefits , services, and procedures to provide accurate information.
• Handling Payments: Assisting with financial support , payment processing, and clarifying financial support concerns and eligibility.
• Maintaining Call Records: Documenting call details, resolutions, and actions in the CRM system for future reference.
• Providing Customer Feedback: Gathering feedback from customers and passing it on to relevant departments for service improvement.
• Adhering to KPIs: Meeting performance metrics, including call volume, call handling time, and customer satisfaction levels and attendance .
• lead orientation and training sessions for new employees.”

• Timetabling

Designing Course Timetables
Course and Lecturer Scheduling
Room Allocation

• Resource Management

Room and Facility Allocation.
Adapting to Special Requests.
Equipment and Technology Management.

• Coordination with Departments

Liaising with Academic Departments.
Communication with Faculty.

• Managing Timetable Conflicts and Adjustments

Resolving Conflicts.
Flexibility in Scheduling.
Managing Exam Schedules.

• Communication and Dissemination of Timetables

Disseminating Timetables.
Notifying of Changes.
Providing Timetable Support.
Using Timetable Management Software.
Timetable Management Systems.
Data Entry and Accuracy.

• Communication Skills: Excellent written and verbal communication skills

• Problem-Solving: Strong analytical and troubleshooting skills

• Customer Service Orientation: focus on delivering excellent service and maintaining positive relationships with customers.

• Empathy: Ability to handle sensitive situations with empathy, understanding, and professionalism.

• Organizational Skills: Strong attention to detail and ability to manage multiple cases simultaneously.

• Conflict Resolution: Proven ability to manage and resolve conflicts, often in high-pressure or emotionally charged situations.

• Time Management: Ability to prioritize tasks, manage time effectively, and meet deadlines in a fast-paced environment.

• Data Analysis: Proficient in analyzing trends in complaints and suggestions to identify areas for improvement.

• Technological Proficiency: Familiarity with Customer Relationship Management (CRM) systems and ticketing software to track and manage cases. Basic proficiency with office software (e.g., Microsoft Office, Google Suite).

• Team Collaboration: Ability to work cross-functionally with different teams to address customer issues and implement solutions.

• Experience: build a strong experience in customer service, complaint management, or quality assurance roles preferred.

ses are progressing.

• Escalate the cases: the suggestion and complaint and escalated it to the appropriate department, and ensure timely follow-up to report the outcome back to the customer.

• Passenger Assistance and Information

Provide Information.

Guiding Passengers.
Assist with Ticketing.

Fare Information.

• Handling Complaints and Concerns.

Address Complaints.
Resolve Issues.
Offer Apologies and Compensation.

• Ticket and Fare Management.

Ticket Sales and NOL Card.

Fare Collection.

Validate Tickets.

• Safety and Security.

Ensure Station Safety.

Monitor Behaviour.

Emergency Response.

• Assist with Accessibility.

Support Disabled Passengers.
Elevator and Ramp Guidance.

• Public Relations and Customer Experience.

Positive Customer Interaction.

Promote Services.

Feedback Collection.

• Station Maintenance and Cleanliness.

Monitor Cleanliness.
Assist in Maintaining Station Order.

• Assist with Train Boarding.

Monitor Train Boarding.

Manage Crowds.

• Handle Lost and Found

Lost Property.

Report Found Items.

• Administrative and Logistical Support.

Record Keeping.

Report Issues.

• Assist with Metro Station Operations.

Coordination with Other Departments.

Collaboration with Train Operators.

Liaise with Security.

• Promotion of Metro InitiativesCustomer Loyalty Programs (NOL Card) Inform passengers about loyalty card.

• Sustainability Campaigns.