Real Time Management Supervisor
Vodafone International Services - Offshore Germany – Egypt
Total years of experience :20 years, 3 Months
Main Responsibilities:
Leading a Team which its main objective is to monitor & control operation performance on intraday level to ensure the adherence & conformance of scheduled staff & takes necessary actions in case of any Technical problems & resolves daily events related to queues performance.
Key Achievements:
-Follow up the monitoring task and guide the team members to have effective techniques that will achieve the Delivery, Capacity Score and SL targets.
-Guarantee implementing the Queues priorities according to the management agreement.
-Ensure that the multi-site work properly, any abnormal or routing problems escalated internally and externally with each client and follow up the case till it solved.
-Ensure that the seating process followed and any problem reported on time.
-Follow up and ensure the team sends the required action on time.
-Monitoring the business rules of the queues and report any variation.
Reporting Line:
Operational Excellence Senior Supervisor - Germany Account
Main Responsibilities:
Handling all functions that support the operations between both sides (Germany & Egypt). This includes acting as the technical SPOC between the operations and the technology similar as the SMC role. It also includes performing all workforce scheduling and intraday tasks in addition to some operational reporting similar to the role of the MIS. The Operation Support Analyst’s main focus is on helping the VIS operations to achieve its goals. This is being achieved by providing the account with prompt technical support, providing the managers with most appropriate agents scheduling schema and by maximizing the efficiency and utilization of all VIS account resources.
Key Achievements:
- Creating different kind of Reports (Daily, Weekly & Monthly) based on historical Data.
- Monitoring Employees and Service Level during Working Hours.
- Collecting new Batches Data and deliver it to Training Team before the Go Live Date.
- Attendance and punctuality.
- Accuracy in handling all assigned tasks.
- Supporting Leadership Team with using new working tools or handling troubleshooting.
- Maintain professional work relationships with all Teams.
- Flexibility in working at different Sites and Locations.
Reporting Line:
Operations Control Senior Supervisor - Germany Account
About the company:
Vodafone Egypt: is the largest mobile phone company in Egypt in terms of active subscribers. It was launched in 1998 under its former name Click GSM. It covers various voice and data exchange services, as well as 3G, ADSL and broadband Internet services.
Main Responsibilities:
Acting as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
Key Achievements:
- Own and manage the client relationship: resolving calls efficiently and effectively.
- Ensure service level agreements are met and maintained.
- Work as part of a team to ensure offering world-class Customer Service at all times.
- Be proactive in regards to the improvement of processes, procedures and new Company Offers.
- Communicate positively with all involved parties including outsourced or Partnership Departments.
- Mentor and support new employees.
- Meeting service level in handling all transactions measured through productivity reports.
- Attendance and punctuality.
- Maintain professional work relationships with Colleagues, Supervisors and Managers.
- Teamwork spirit & Flexibility.
Reporting Line:
Contact Centre Operations Supervisor - Germany Account
About the company:
Asfour Crystal is the largest producer of full-lead crystal in the world & was established in 1961 in Cairo on an area of 2, 200 square meters. The business started with manpower of 200 workers and simple tank kilns (ovens) were used as main production tools at the time.
Today, Asfour Crystal is the largest single manufacturer of full-cut lead crystal in the world, as well as one of the biggest chandelier manufacturers in the world, exporting its production to key international markets all over the globe.
Based on a build-up that exceeds 1.2 million square meters and employs more than 35, 000 highly selected employees. The production capacity is up to more than 170 tons of crystal per day.
Main Responsibilities:
Working pro actively to achieve a high level of customer satisfaction. - Executing all Procedures related to the Customers' purchase orders' fulfillment. - Acting as ASFOUR's contact Person for the Clients. - Coordinating with all internal Departments related to the Order fulfillment; Finance, Production observation, Warehousing. - Issuing weekly / monthly Reports as assigned. - Recommending and suggesting corrective actions to raise the level of introduced Services.
Key Achievements:
- As a contact Person: Achieving Clients most satisfaction from the Goods side including Quality, Delivering, handling his Queries and Complains.
- Accuracy in handling all assigned tasks.
- Attendance and punctuality.
- Create a close relationship with the Client while maintaining it in the professional way.
- Communicate positively with all involved internal and external Departments in order to achieve Clients’ satisfaction.
Reporting Line:
Manager of Account Executive - Hong Kong & China Region.
Main Responsibilities:
Starting from Printing Invoices, Packing List, Updating with Forwarder....until the Goods arrives to the Client - Dealing with all internal Departments and Forwarders, Updating Shipments Data for monthly Reports, follow up arrival of Goods.
Key Achievements:
- Working as the coordinator between the Production Dep. and the Warehouse in order to deliver the Goods on time to the Shipping Dep.
- Accuracy in handling all assigned tasks.
- Attendance and punctuality.
- Maintain professional work relationships with Colleagues and Managers.
- Communicate positively with all involved internal and external Departments in order to achieve Clients’ satisfaction.
Reporting Line:
Head of Shipping & Clearance.
Main Responsibilities:
Account all Productions- old or new - in the Company, dealing with: Warehouse, Workshop and Showroom, discuss the proposed Prices with the Marketing Dep. to affect the new Prices in the Main System.
Key Achievements:
- Delivering in less time possible & during the different Production Levels a Price of Product which is satisfying the Client without affecting the Company Earnings.
- Accuracy in handling all assigned tasks.
- Attendance and punctuality.
- Maintain professional work relationships with Colleagues and Managers.
- Collecting different costing Prices in order to create a Final Invoice.
Reporting Line:
Head of Pricing Department.
Bachelor of English Language and Literature - Cairo University ليسانس أداب أنجليزي جامعة القاهرة