Hatem Abdellatif

High Value Call center Supervisor

•Ensure high standards of consumer customer experience, to leverage effective management of operations at all touch points in order to provide the best customer experience.
•Supports business stakeholders for enhancing customer experience and loss preventions
•Communicating internally with all departments, all levels up to Directors level according to the criticality of the business situations and decision making
•Manage the effective implementation of corrective and preventive actions for SL management
•Aligning with the Service models, planning, Workforce, Quality Assurance teams to reach operational effectiveness and cost efficiency
•Creating different reports that support the business in solving and preventing problems
•Handle day to day operations, assign and organize tasks for ensuring effective engagement of all members
•Setting goals and targets for reporting staff in line with strategy targets and vision
•Monitor and evaluate Engagement Center calls
•Identify and support other opportunities for quality improvement across the team
•Develop materials and process documentation to support training, as needed

Social Media Reporting,

•Managing a team of agents and specialists, to ensure the continuous improvement of customer satisfaction, and develop the quality of service, by setting the standards and measurement in coordination with Customer Care divisions.

•Promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others, providing feedback and guidance to team members on a regular and timely basis to help reach goals.

•Monitor team quality of work and ensure that customer expectations are being met at all levels, Evaluate overall “ Service Quality” of contacts within the customer care and recommend the necessary actions to increase and enhance the quality of service.

•Manage the Preparation of daily, weekly and monthly analysis for the unplanned leaves & NR codes to see how it impacted our goals & report to operation to find a way of minimizing the impact of it.

•Conduct regular review of all call center agents performance and organize training sessions for under performers

Managing customer care of youth segment through dedicated call center (2020) and web chat via IN application.

•Develop Customer satisfaction standards and measurement in coordination with Customer care divisions aligning with commercial requirements and customer expectations

•Design business rules that reflect the operational requirements for staff, which comply with local labor and HR rules, and in the meantime reflect the best resource utilization, that ensure meeting the department objective and SL targets.

•Implement “Voice of the Customer”. Survey customers via phone interviews, Internet, comment cards. Review customer feedback monthly through outbound interactive voice response (IVR ) reports.

•Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.