وجدي الفرج

• Managed the employee’s availability during multiple shifts and design multi-shifts program to serve SLA
• Improve the process of quality assurance performance and team day-to-day activities according to KPI`s goals
• Conducting effective resource planning to maximize the productivity of resources
• Communicate with employees regularly.
• Ensure proper scheduling.
• Follow-up customer’s experiences records and survey results.
• Responsible to assist payroll by providing relevant employee information e.g., leave of absence, sick days, and work schedule.
• Produce reports, presentations and briefs.
• Handle requests and queries appropriately.
• Keep stock of office supplies and place orders when necessary.
• Manage phone calls and correspondence (e- mail, letters, packages etc.)
• Assist Colleagues whenever necessary.
• Responsible explains the company’s policies and guidelines. These handbooks are then given to the newly appointed individuals.
Administrations and HR Responsibility:
• Responsible for Attracting new employees and carrying out personal interviews and recruitment new staff who shows a good skill and quality for helpdesk representative role
• Helping project team on activities like formatting of documents and updating the presentation slide
• Ensuring the communication with necessary intra departments
• Miscellaneous and confidential activities around Business development, documentation, correspondence
• Assist in exigencies/crisis management
• Office Management - office coordination, leadership meetings, management of International visitors, delegates etc
• Schedule and coordinate internal & external events/meetings and include preparation of presentation/speeches, taking MOM, follow-up, Maintain log for the meeting and necessary records, etc
• Calendar management, scheduling appointments/meetings including digital media
• Assisting the HR department with ongoing projects, such as virtual job fairs, minutes of meeting.
• Liaise with external partners e.g., medical insurance.
• Arrange travel accommodations and process expense form.

• Monitor and review compliance activities to ensure adherence to established policies and procedures
• Built a system performance strategy to maintain SLA score and Familiarity with the regulatory environment of the Saudi Arabian financial sector, specifically SAMA regulations and SAMA-Cares
• Managed the employee's availability during shifts and implement multi-shifts rotation to serve SLA
• Develop and implement strategies to improve merchants POS experience and increase customer satisfaction
• Manage and supervise a team of contact center agents, ensuring they meet performance targets and provide excellent customer service
• Monitor and evaluate agent calls, providing feedback and coaching to improve their performance
• Conduct regular team meetings to communicate updates, changes, and goals
• Develop and implement training programs to improve the skills and knowledge of contact center agents
• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
• Create and maintain reports on contact center performance, identifying areas for improvement and implementing solutions
• Stay up-to-date with industry trends and best practices to continuously improve the contact center operations
• Ensure compliance with company policies and procedures, as well as relevant regulations and laws
• Proven experience in customer service leadership, ideally in the fintech or financial services sector
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.