Mahmoud Farrag

-Managing the skill based routing process as well as monitoring real time basis and take immediate action to improve SLA, abundance and agent utilization.

-Managing the project after the implementation phase within the scope of work defined with the Customer and make sure that the processes are capable to meet the client requirements and targets

-Generating project daily/monthly reports and communicate it to client

-Meeting with the customer bi-weekly (during the 1st month of the project launch meeting to be held weekly) and document the minutes of meeting

-Logging the customer problems if any and following a structured problem solving approach which is problem definition, analysis of data, implementation of solution and evaluating results.

-Verifying Team Leaders and agents skills and knowledge through test calls, observation calls……

-Deciding on Agents and Team Leaders monthly target. Meeting the agents on One to One quarterly meeting to brief the agents on their performance and decide upon the action plans.

-Suggesting suitable training programs for both agents and Team Leaders.

-Providing Call Center Manager monthly on Agents feedback discussed and documented out of the agent one to one with the Team Leader.

-Contributing with the Work Force dept in preparing a quarterly presentation analyzing the project performance results comparing to project KPIs, areas to be improved as well as business analysis and communicate it to the client.

-Assisting the Contact Center Manager in preparing the supportive documents needed to issue the monthly invoice

-Assisting the Call Center Manager in maintaining agents inventory skills database

-Responsible of agents selection and hiring

-Assisting the Call Center Manager in Team Leader selection and hiring.

-Preparing monthly time sheet for the account and create salary process.

-Act as the primary point of contact between management and the below levels of management,

-Handle the daily reports of project’s performance to view the figures of our SLA (Service level Agreement) then contact the client to on daily bases.

-Implement quality standards of Customer Service for prepaid customers in order to assure their satisfaction.

-Manage the daily problems of customers to find the perfect solution to solve it

-Manage the problems of system with the other departments to solve it.

-Assure the performance and the quality of the Team to find the problems and fix it and motivate the members through a different ways according to their mentalities and human characters.

-Prioritize and achieve multiple tasks, establish and meet deadlines.

-Create the best spirit among the team members believing in together we achieve more.

-Increase the team business awareness by giving them team tasks.

- Provide excellent quality service standards.
-Implement the one call resolution.
-Take the ownership for each case and follow up with the customers.
-Provide the customers with accurate information related to the company services and products.
-Liaise with other departments to resolve customer’s problems and queries when needed.
-Up selling products, services and promotions.
-Adhere to the company policies and procedures.
-Accept schedule changes due to business