Operation Team Leader
Raya Contact Center
Total des années d'expérience :3 years, 2 Mois
Nov 10- Nov 11
• Operation Team leader
(Wadi Degla- CBE NH- Raya integration- Pepsi & Chipsy)
Daily Tasks
• Monitoring each day the critical & non critical errors.
• Daily deep analysis for all projects
• Sending daily AHT for the agents for each project
• Sending the complaints to the clients and save them on all projects complains sheet
• Attendance of all the agents
• ACD calls of each agent
• Maintain a smooth daily operation
Weekly Tasks
• Schedule Changes
• Weekly deep analysis for all projects
• WF Sch.
• Checking the K base file of the agents
• Updating the K-Base with new info and make sure that all agents understanding
• Managing the adherence of agents.
• Check the 15 minutes Breaks
Monthly Tasks
• Cost of calls
• Monthly Deep analysis for all projects
• Check Table F figures to trace the project performance and work on the figures that not meeting the target and put an action plane for it.
• Attrition & Absenteeism
• Agents Monthly Appraisal
• One to One meetings
- My role is providing service to customers before and after sales by embodying quality as a way of life and consistently delivering all the service levels.
- We used CRM system to save the customer data and Oracle System for the reservations.
- We provide all kind of services (Road assistance -Sales -After Sales -Appointments -Handling Complain).
Sep 10 • Transferred to Wadi Degla project.
Jul 10 • Attended advanced leadership. (RCC Training Team)
Oct 09 • We have got COPC certified.
Customer Operation Performance Center Inc.
My role is providing service to customers before and after sales by embodying quality as a way of life and consistently delivering all the service levels.
- We used CRM system to save the customer data and Oracle System for the reservations.
- We provide all kind of services (Road assistance -Sales -After Sales -Appointments -Handling Complain).
Training
• Developed Language and Computer skills.
• Enhanced Presentation & Project Development skills.
• Acquired basic business skills including: marketing, sales, banking, accounting, business correspondence and report writing.
March 2012- till now American university Cairo, Egypt -Human Resources Management certificate.
2002-2007 Benha University El-Khaliubia, Egypt * Faculty of Arts Mass Communication Dept, journalism.