Lamiaa Azouz

Leading a team of 20 agents who are the account seniors, and aiming to achieve the client targets without affecting individual KPIs or customer satisfaction. Implementing an action plan to increase the team productivity without lowering the gross margin with higher costs of new heads or more OT hrs.

I am also the main or almost the only Teir 2 supervisor among a team of 11 supervisors due to my experience along with my effective managerial skills which is more beneficial when it comes to senior agents.

I am the main L2 point of contact between our canadian client and the top management in my account which make me in charge of cascading any new update to the whole floor and sometimes delivering training sessions if needed.

Last but not least, after holding ACM position, I am managing a team of 5 supervisors with around 80 agents and I am the CCM delegate in case of absence or during his weekends which make me a decision maker, running meetings, and investigating any sudden issues on his behalf to avoid any loss or any crisis

Delivering English Training Courses

Making outbound calls to offer the Company products and services and try to close the deal with the customers after presenting the benefits VS needs to let them realize the value of what we are offering them.

Delivering Soft Skills and English courses