WFM Supervisor
Teleperformance
Total years of experience :17 years, 2 Months
Key Achievements:
• 1st team player in the intraday team in Teleperormance Egypt.
• Creating the standard operating procedures for all the controlling tools.
• Launching team for two different ACD systems within Teleperformance Egypt. “Cisco & AVAYA”
• Managing and controlling all the performance management reports.
• Implementing two different scheduling soft wares along with the software & ACD system integration. “Blue Pumpkin & TeleOpti”
Key Functions:
• Managing and controlling the revenue achievement on interval basis.
• Managing the operation teams adherence to the WFM monthly and weekly plans to meet the clients requirements on different business models; “Service Level Agreement, Interval Compliance and productive hours achievements.”
• Creating and development tools and reports to provide the accurate measurements for the operational monthly and weekly shrinkage assumptions.
• Accountable for the performance of direct reports (80 to 100 agent and 3 to 5 Operations supervisors).
• Creating the monthly and weekly action plans to achieve the quantitative and qualitative KPIs.
• Develop line reports by setting individual performance KPIs and objectives, monitoring progress and reporting on findings. Identify training and development opportunities/needs and provide technical and professional guidance as required.
• Controlling the operations daily activities to ensure high quality service deliverance to the customers.
• Build strong collaboration and partnership with cross-functional teams to inform best practices in delivering high-quality technical and workflow solutions to our customers and partners.
• Managing the daily client communication to ensure the best alignment in the product updates and the operational KPIs.
Key Achievements:
• Launching team of Vodafone Data Entry project.
• Managing different Telemarketing campaigns with Vodafone Egypt. “Cross selling, up selling, consumer upgrade and marketing researches.
• Telesales supervisor for Citibank Egypt. “Credit Cards, Auto Loans and personal loans”
Key Functions:
• Setting and meeting performance targets for speed, efficiency, sales and quality;
Managing the daily running of the call center.
• Maintaining up-to-date knowledge of industry developments and involvement in networks.
• Monitoring random calls to improve quality minimize errors and track operative performance.
• Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
• Reviewing the performance of staff, identifying training needs and planning training sessions.
• Recording statistics, user rates and the performance levels of the center and preparing reports.
• Handling the most complex customer complaints or enquiries;
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
• Forecasting and Data Analysis against budget figures on a weekly and/or monthly basis.
• Directly supervises employees in the Call Centre in accordance with the organization's policies and applicable laws.
• Improving performance by raising efficiency and sourcing new equipment to enable this.
Key Achievements:
• Batch one Teleperformance Egypt.
• Joining the assessment center for the operation Supvisor position and got promoted.
Key Functions:
• Contacting the prospected customers to offer Citibank Egypt different financial products.
• Contacting the existing customers to upgrade and promote their current services.
• Revising the required documents and proceeding with customer`s file life cycle, starting from the customer agreement ending with the product delivery.
• Validating the customer`s data base along with the customer segmentation.
• Targeting new referrals to expand the sales opportunities.
Key Achievements:
• 110 % achievement during 2007 1st quarter.
• Best Achiever in 2007 2nd quarter.
Key Functions:
• Work with the direct clients to sell the company advertising products.
• Evaluate, present and negotiate business opportunities.
• Outdoor presentations to companies and organizations.