Hany Hassan

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.