Talal Ibrahim Abd Elmaoty

Contact Center ManagerFull Time

• Job Details:• Managing entire operation function (Financials” budget, P&L & ROIs”, Forecasting, Scheduling, Reporting, client communication, etc.). • Manage The Project Due to The Qualitative and Quantitative parameters that have been set by the client and the company. • Ensure effective implementation of the company’s service strategy to ensure positive customer interactions. • Leads development of short or long term call center strategic goals including developing call analysis and projections that help to position the organization for growth. • Assists in Strategy Development. • Managing entire contact center platforms “inbound, outbound, Social Media & Digital Services “. • Responsible for managing call center resource planning and scheduling for the Inbound, outbound, Email, Social media, sales and chat. • Responsible for managing call center technologies (Telephone & WFM) Ensuring Revenue and Labour costs are within prescribed thresholds. • Support Vendor partners in providing exceptional customer/client service and value. • Spends time on the floor to audit current producers to monitor and improve efficiency of operations.

Assistant Contact Center ManagerFull Time

• Job Details:• Meeting project revenue and profit . • Assists in Strategy Development . • Manage The Project Due to The Qualitative and Quantitative parameters that have been set by the client and the company . • Establish performance standards for all customer service strategy positions to meet departmental and system goals . • Ensure effective implementation of the company’s service strategy to ensure positive customer interactions . • Manages and responsible for day – to – day activities of one or more unit of operation . • Leads development of short or long term call center strategic goals including developing call analysis and projections that help to position the organization for growth . • The daily operations of the call center and its various components , ensuring compliance with set goals . • Spends time on the floor to audit current producers to monitor and improve efficiency of operations . • Participate in the developments and implementation of unit policies and procedures . • The supervision of personnel , which includes work force management , training and problem resolution .