Team Manager
Concentrix - United Arab Emirates
Total years of experience :14 years, 4 Months
Creating/design Quality evaluation and preparing monitoring system on ZOOM including daily assigning plans.
▪ Monitoring agents voice calls (Inbound/outbound), Chat, back office activities.
▪ Creating all project internal call center SOPs and designing OKM (Oracle knowledge management) with the
articles, contents, Look and feel design.
▪ Providing TTT for all project SOPs and supporting to design training materials, creating Training Plotter and
creating after training assessments to ensure effective training delivery and agents readiness to Go Live.
▪ Monitoring adherence and all KPIs metrics on a daily basis and perform a Coaching for low performers.
▪ Performing a UAT for all project Applications till Production including (IVR, Cisco Fineese, CRM, Zoom, Teleopti,
CUIC, OKM, other portals).
▪ Monitoring SLA and Queue and discuss daily project dashboards.
▪ Enhancing CRM application with new ideas and fix highlighting existing bugs for the best outcome performance.
Highlights:
▪ Certificate of Appreciation award in recognition of exceptional commitment in Managing Contact Center
Team and successfully managing client operations in 2021.
Conneqt Business solution (TATA),
contact center/ Ajman (UAE)
Responsibilities:
▪ Monitors & supervises multi-skill staff handling high value customers and evaluates the work of professional
Inbound calls & Non-voice team (chat and emails), and back office teams resolving Billing and Technical
complaints to ensure compliance to the prescribed procedures and standards by all sections/ functions.
▪ Process expert activities which introduces and enhances the implementation of the new process with the
coordination between SOP team and operation management to generate and support all phases of process
creation to assess operations’ efficiency, reliability & consistency and overall impact on customer satisfaction.
▪ Trainer support responsible for development and administering employee training programs, including
coaching, counseling, and briefing sessions, and coordinating with the training team regarding professional
evaluation.
▪ Creating quality audit manual, consolidate raw data and writes narrative reports with dashboards summarizing
QA findings on a weekly basis.
▪ Manager assistant handling OPS requirements and reports, scheduling work to meet deadlines, highlighting gabs
and coordinating provides clear direction, sets targets, prioritizes tasks and assigns responsibilities for the
respective priority handling teams.
▪ Creating and supervising monthly calibration session between OPS team leaders and trainers and QAC's to
assure implementing quality standards and Identifying gaps and work together to change/improve the current
process to maintain customer satisfaction.
▪ Identifies improvement areas/ deficiencies in operational activities as well as weaknesses in systems and
procedures and gives recommendations according to key findings to all departments.
▪ Certifying new joiners to meet the standard metrics required by company to join operation floor.
Highlights:
▪ Monthly Excellence Award for exemplary performance.
▪ Certificate of appreciation in recognition for displaying value of customer centricity.
Raya Contact Center (
).
CSR & Credit card Telesales in Maadi branch.
Responsibilities:
▪ Inbound Calls- Answering all the existing client's enquiries and requests related to (Credit cards, Debit cards,
Customer complains handling, Accounts, Certificates, deposits, personal and Auto-loans).
▪ Back office activities Contacting all bank departments and following up with customer requests and complains.
▪ Sales over phone with a target for credit cards installments (EIP, BTF, COC).
▪ Expert in banking systems on Credit and debit cards such as (Prime, Flexcube, CRM).