Radwa Reda

Operation ManagerFull Time

• Job Details:Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.  Managing Department: Booking EPS in Cairo Roles: • Ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources. • Ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes. • Responsible for process deliverables as per agreed SLA's and quality. • Performance Management. • Ensure timely appraisals of the operations team. • Ensure that attrition is managed in the business and the right people with the right skills are recruited into roles. • Handle escalations - internal from within the organization and external from clients. • Resolve personnel issues in a professional and timely manner and deliver any necessary corrective action • Take the lead in implementing new systems and processes. • Address any people management issues on the operations floor. • Conducting Manager's review sessions periodically and identify the areas of concern and suggest improvement plan for the same. • Present the weekly / monthly process wise performance to senior management & to clients. • Facilitate to meet contractual obligations and client expectations. • Ensure all contingency plans are in place. • To maintain a perfect workflow of the profit center, preparing strategies for implementing effective concept of operation, better productivity and profitability. • Operational planning and change co-ordination for all expansion initiatives. • Manage staff on a daily basis, distribute work, assign account responsibilities, ensure appropriate staff levels, and provide necessary training. • To ensure performance levels of Team Managers and Process Executives meet the service level agreements. • Participate in cross-departmental initiatives formulated to create or improve existing functionality and processes. • Consistently evaluate and update documented procedures to ensure they are complete, accurate and current. • Drive performance & cost efficient process initiatives.

Operation ManagerFull Time

• Job Details:Convergys is the world leader in customer experience outsourcing. They infuse innovation, insights, and operational excellence to make every experience great for business. Convergys is well positioned to drive sustainable revenue growth, margin expansion, market leadership, and value creation.  Managing Department: Booking EPS in Cairo Role and Achievements: • Establish operations division with its sectors of: 1. Training 2. Quality 3. Workforce 4. Call Center • Define operational KPIs and SLA to exceed the client benchmark