Hany Hassan, Call Center Manager

Hany Hassan

Call Center Manager

EGIC

Location
Egypt - Cairo
Education
Master's degree, Marketing
Experience
15 years, 7 months

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Work Experience

Total years of experience :15 years, 7 months

Call Center Manager at EGIC
  • Egypt - Cairo
  • My current job since August 2008

Working in EGIC (Egyptian German Construction Industries)

Employment History in EGIC
Call Center Manager
Job description:
• Conduct quality monitoring and identify improvement areas.
• Provide feedback for agent’s performance and training recommendations.
• Conduct one-on -one performance evaluations.
• Schedule agents to meet staffing requirements.
• Manage turnover to ensure enough agents are available to meet staffing.
• Gather and analyze daily, monthly and yearly performance data.
• Supporting in the hiring process for new call center agents.
• Helping create or maintain policies and procedures.
• Delivery of quality and productivity targets and indicators.
• Daily real time monitoring for: calls flow, service level, floor manpower.
• Motivation, leadership for the teams and developing future leaders.
• Evaluate team monthly performance and deliver it to financial department.
• Supporting top management in operations related issues.

Education

Master's degree, Marketing
  • at Eslsca
  • September 2014
Master's degree, Tour guidness
  • at Bachelor of Tourism & Hotels
  • November 2000

Specialties & Skills

Call Center
Operation
Tourism
Comunication Skills

Languages

English
Expert

Training and Certifications

Workforce managment (Training)
Training Institute:
logic
Date Attended:
April 2013

Hobbies

  • Football