Mohamed Gamal

• Support Customer Service Agents in the day-to-day operations to meet the SLA.
• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation.
• Monitoring calls (Genesys & Cisco) and E-mails to ensure the procedures and quality standards.
• Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills.
• Provide Training sessions for the new customer service agents.
• Review and analyze performance trends consistently and frequently for team members.
• Communicate performance results and goals to the team.
• Use IT Service management tools for tracking tickets.
• Manage and supervise the effective of projects by setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal.
• Manage the availability of agents to ensure that service-level objectives are met.
• Monitor agents over time and take corrective action when required.
• Support day-to-day work processes in the Service operation center.
• Handle difficult escalation form different customers.
• Coordinate with the Account Support Manager and E-channel manager to ensure a smooth and dynamic operations platform.
• Participating in or leading special projects within customer care to enhance and improve operations.
• Conduct team meetings periodically.
• Attend daily, weekly, and monthly business review meetings.
• Attend monthly business review meetings with shared services to align business goals.
• Review and handle day-to-day operations, e-mails, reports, and escalation daily.

• Responsible for contracting and invoicing with the clients
• Responsible for the collectibles from the clients based upon the credit policy of each client.
• Responsible for the Payroll accounting.
• Responsible for the forecasting and budgeting and Managerial accounting issues
• Responsible for financial position analysis

•Creating Replenishment plan for the customer bank ATMs based on
forecasting and dispensing rate using ( CCMS ) System. Verify all Cashpoints have recommendations.
•Check recommendation Overview (normal orders) Add Manual Orders (if needed).
•Finalize orders and distribute them.
•Verify daily orders, show delivery in Opticash & appropriate returns reflected.
•Daily communication with other department of NCR such as IM and Support Manager’s.
•Monitoring of email window. Provide coverage for Analysts.
•Participate in team meetings and activities.
•Participate in objective setting, performance management, reward and recognition programs.
•Participate in special projects to continuously improve processes and efficiencies.