Operations supervisor
Teleperformance
Total des années d'expérience :8 years, 2 Mois
Managing 2 LOBs in Nearshore for Customer Service, and Technical Support Sector.
•LOBs Managed are:
•Inbound.
•Outbound.
•Supervisor Duties & Tasks:
•- Monitoring and following up the performance of the managed Team.
•- Managing the High technicality Issues.
•- Managing projects Complaints in front of the client
•- Managing the relationship between the client and the company.
•- Creating Daily Performance of agents.
•- Creating agents score cards.
•- Creating the following on monthly basis:
•1. MIS reports for the clients.
•2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin.
•3. Quality Monitoring Sheets according to client requirements.
•4. One to One sheets for team for performance enhancing.
Managing 4 LOBs in Nearshore for Customer Service, and Technical Support Sector.
• LOBs Managed are:
•Inbound.
•Outbound.
•Social Media.
•Chat Service.
Duties & Tasks:
- Building new Reports to show clear and accurate results.
- Analyze project KPIs.
- Analyze project needs.
- Preparing periodic and daily financial and non-financial reports requested by Teleperformance & clients.
- Following on monthly basis:
1. MIS reports for the client.
2. Agents Reports.
3. C-SAT Reports.
4. VOC Reports.
5. Management Reports.
Managing 1 project in Near Shore for Technical Support.
Supervisor Duties & Tasks:
- Monitoring and following up the performance of the managed Team.
- Managing the High technicality Issues.
- Managing projects Complaints in front of the client
- Managing the relationship between the client and the company.
- Creating Daily Performance of agents.
- Creating agents score cards.
- Creating the following on monthly basis:
1. MIS reports for the clients.
2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin.
3. Quality Monitoring Sheets according to client requirements.
4. One to One sheets for team for performance enhancing.
Delighting the customers using the latest technology.
•Developing positive service attitude.
•Dealing with difficult customers.
•Provide Technical support advices.
•Handle customer complaints
•Handle different kind of services (Voice, Chat, E-Mail, Forums
(Hebrew - Arabic)
•Managing team contains 5 persons.
Translator Duties & Tasks:
•Daily Translation Reports.
•Managing team work.
•Searching WEB for new articles.
Managing team contains 40 persons.
Organizer Duties & Tasks:
• Organizing the 4th forum for the Egyptians abroad.
• Setting team members, everyone at its suitable place.
• Welcoming VIP persons.
Faculty of arts
- Year of graduation: 2005