Contact Center Manager
mobiserve egypt company
مجموع سنوات الخبرة :35 years, 2 أشهر
Contact Center Operation Manager
- Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
- Measuring and demonstrating the group productivity.
- Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
- Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
- Writing and conducting performance evaluations
- Setting up performance goals and targets for assigned team.
Quality assurance and process excellence Manager
- Responsible for COPC Implementation as COPC Registered coordinator.
- Responsible for preparing call center plans and annual budget.
- Responsible for Training.
Special Achievements
o Core Team Leader for PFMEA projects, responsible for leading the PFMEA during design and implementation phases
o Managing and implementing call Center project In Algeria, including Hiring and training for 500 agents, software for the project and reporting system.
o Managing and implementing call Center project In Cairo, Address verification for Mobinil clients which was required by NTRA.
o Developing Company Manual for Operation, Production, and Call Center Dep.
-Responsible for Distribution and delivery of all product sold to customer
-Control and supervision on all distributors' offices all over the country
-Handling customer complaints and preparing the necessary action plan.
-Coordinating between departments and the distributors' office and resolve any problems that might happen
Responsible for Managing the DOmestic Business and maintain a Good relation with Customer.
Manage Customer problem.
Manage The distribution Center and Pro-actively improve the customer satisfaction.
Controlling the cards delivery process from embossing center to customer
Control daily customers complaints processing.
Maintaining and controlling daily MIS "Management Information system" for the bellow items:
o Daily Dispatched cards
o Monthly customer's complaints volume
o Turn around time for Cards and statements Delivery
o Daily volume processed for embossing and delivery team
Automating many daily manuals process to improve the performance and reduce process time
Automating the daily cards Delivery and tracking (Best process improvement reward 2001)
Managing the Courier business for consumer banking products
Processing daily customers complaints
Controlling courier business in delivering cards and statements
Marinating DAILY & monthly MIS.
• Managing Purchasing and contract.
• Maintaining stock control and re-ordering level.
• Handling printing forms and doc's, selecting best quality.
• Negotiating offer with suppliers and selecting best offer.
• Follow up on supplier's contracts and payments.
• Preparing quarterly suppliers and service providers deducted tax report for tax authority
• Preparing yearly expenses analysis report (Profit & loss) submitted to tax authority
• processing daily expenses and suppliers payments
• Maintaining daily control over the premises security
• Fixed assets control
Primary, Preparatory and Secondly Education French School, English is a second language
