Basic Info

Radwa Abd el hamid

12 years

Cairo Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

Operations Senior Supervisor Off Shore and Outbound at Ecco

Experience Details

Operations Senior Supervisor Off Shore and Outbound

Customer Service/Support

Manager

 Managing 4 projects in Off Shore for telecommunication, Tourism and Technical Support Sector.

- Projects Managed are:
- Atheeb MEA.
- Van Plus Booking Call center UK
- Talk Extra Telecommunication Call Center UK
- Live Free MEA & UK.

 Managing 7 projects for Sales:

- Projects Managed are:
- Vodafone ADSL “ National “
- Vodafone CVM “ National “
- Vodafone SOHO “ National ”
- Aramex Trading.” National”
- Pogo Plus “ National “
- Oredoo Qatar ”off Shore “
- Media Quest MEA “ off Shore “

 Managing 2 Projects for Survey handling

- Projects Managed are:
- Mantrac Nigeria , Kenya , Iraq, Russia “ off Shore “
- Amer Group “ National”

 Managing 2 Projects for Charity Projects

- Projects Managed are:
- Misr EL Kheir
- Resala

 Managing 15 teams of:

- 145 contact center agents.
- 1 supervisor
- 2 Senior Team Leaders
- 11 team leaders.

Duties & Tasks:

- Ensure Normal Day to Day Operations of all projects
- Ensure all KPIs met for all projects.
- Engagement with QA and training team to ensure efficiency of agents and leadership in CC.
- Preparing periodic and daily financial and non-financial reports requested by ECCO & clients.
- Following on monthly basis:
1. MIS reports for the clients.
2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin.
- Invoicing the projects at the beginning of every Month.
- Responsible of revising all the projects invoices & giving confirmation to the finance department for issuing the invoices before sending to Clients.
- New proposals review & new implementation plans developed for new clients
- Building new projects and communicating with Project management and Account Management to launch new projects.
- Managing the relationship with the clients of the projects handled.
- Business development, client relationship management in a technology.


Company Details

Ecco (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

http://www.eccooutsourcing.com/

Feb 2016 to present (10 months)
Operations Supervisor Off Shore and Outbound at ECCO Outsourcing

Experience Details

Operations Supervisor Off Shore and Outbound

Customer Service/Support

Manager

 Managing 7 projects in Off Shore for Sales and Technical Support either telecommunication or IT or even Tourism Sector:

 Projects Managed are:
- Atheeb MEA.
- Media Quest MEA.
- Mantrac Call Center Africa and Gulf
- Van Plus Booking Call center UK
- Talk Extra Telecommunication Call Center UK
- Live Free.
- Oredoo.

 Managing 4 projects in Nation accounts for Sales:

 Projects Managed are:
- Misr EL Kheir.
- Aramex Trading.
- Vodafone ADSL
- Vodafone CVM

 Managing 11 teams of:

- 145 contact center agents.
- 2 Senior Team Leaders
- 11 team leaders reporting

Supervisor Duties & Tasks:
- Monitoring and following up the performance of the managed Team Leaders and seniors and managing them to achieve the targets demanded by the client.
- Managing the relationship with the clients of the projects handled.
- Preparing periodic and daily financial and non-financial reports requested by ECCO & clients.
- Forecasting and planning the monthly plan for the managed projects, including month’s suspected revenue, facilities and resources for achieving such targeted revenue.
- Train the Seniors Leaders for the new KPIS and clients’ processes.
- Creating the following on monthly basis:
1. MIS reports for the clients.
2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin.
3. Quality Monitoring Sheets according to client requirements and planning with COPC standards.
4. One to One sheets for Senior Leader & Team Leaders for performance enhancing.
- Invoicing the projects at the beginning of every Month.
- Responsible of revising all the projects invoices & giving confirmation to the finance department for issuing the invoices before sending to Clients.
- Building new projects and communicating with Project management and Account Management to launch new projects.


Company Details

ECCO Outsourcing

Cairo, Egypt

501-1000 employees

Consumer Services

eccooutsourcing.com

Nov 2014 to Feb 2016 (1 year 3 months)
Operations Account Manager at Raya Contact Center

Experience Details

Operations Account Manager

Customer Service/Support

Manager

• Managing 5 Teams in GSM Sector ‘ Etisalat Misr ‘
• Managing Duty Floor that consists of 480 agents.
Managing 5 teams of 100 contact center agents, 5 Team Leaders & reporting to Operations Manager.

Account Manager Duties & Tasks:
- Managing all KPIS on the account level and Team level.
- Daily and weekly reports for all KPIs along with action plans for any failed KPI
- Analyzing all the failed KPIs and arranging with the training department to provide any refreshment sessions when needed.
- Handling team reports for absenteeism and AHT
- Develops staff to achieve business objectives and achieve individual potential, sharing knowledge and experience and providing assistance on referred issues.
- Motivates and develop team members to meet business objectives


Company Details

Raya Contact Center

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Jun 2014 to Sep 2014 (3 months)
Assistant Contact Center Manager at Teleperformance Egypt

Experience Details

Assistant Contact Center Manager

Customer Service/Support

Manager

- Monitoring and following up the performance of the managed Supervisors and managing them to achieve the targets demanded by the client according to Teleperformance managing model.
- Managing the relationship with the clients of the projects handled.
- Preparing periodic and daily financial and non-financial reports requested by Teleperformance & clients e.g. (MIS & P&L Reports)
- Forecasting and planning the monthly plan for the managed projects, including month’s suspected revenue, facilities and resources for achieving such targeted revenue.
- Train the Supervisors for the new KPIS and clients’ processes.
- Creating the following on monthly basis:
1. MIS reports for the clients.
2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin.
3. Quality Monitoring Sheets according to the global standards of Teleperformance.
4. One to One sheets for Supervisors & Agents for performance enhancing.
- Invoicing the projects at the beginning of every Month.
- Working on applying the TOPS Rules & Principles.
- Responsible of revising all the projects invoices & giving confirmation to the finance department for issuing the invoices before sending to Clients.
- Responsible for the “Begins With You” Initiative for people management and fun working environment.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

501-1000 employees

Consumer Services

www.teleperformance.com.eg

Oct 2010 to Jun 2013 (2 years 8 months)
Operations Supervisor at Teleperformance Egypt

Experience Details

Operations Supervisor

Customer Service/Support

Experienced (Non-Manager)

• Managing a team of 15 contact center representatives, working on handling different outbound campaigns in “Citi Bank” project. (Sales & Acquisition and Loans)
• Monitoring and following up the performance of the managed representatives and managing them to achieve the targets demanded by the client according to Teleperformance managing model.
• Responsible for reporting the day to day achieved targets to the client in the form of an MIS report.
• Controlling the achievements of the campaigns according to the achieved C/H (Contact per Hour), SPH (Sales per Hour), Conversion Rate and Gross Margin on hourly basis.
• Reporting a periodic report about my managed teams on a half shift basis to the Operations Assistant Call Center Manager responsible for the project.


Company Details

Teleperformance Egypt

Cairo, Egypt

501-1000 employees

Consumer Services

www.teleperformance.com.eg

Jan 2008 to Jan 2010 (2 years)
Contact center advisor at Etislat

Experience Details

Contact center advisor

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Etislat (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Mar 2007 to Dec 2007 (9 months)
Assistant English Teacher at Kinder Kids Nursery

Experience Details

Assistant English Teacher

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

• Follows professional practices consistent with nursery and system policies in working with students, students’ records, parents, and colleague
• Is available to students and parents for conferences according to system policies.
• Maintains accurate, complete, and appropriate records and files reports promptly.
• Attends and participates in meetings and other assigned meetings and activities according to nursery policy.
• Maintains lesson plans as required by nursery policy


Company Details

Kinder Kids Nursery

Cairo, Egypt

1-10 employees

Education

N/A

Dec 2003 to May 2004 (5 months)
Junior Accountant at Dar EL Shaab Cooperation

Experience Details

Junior Accountant

Accounting/Finance

Entry Level

• Provides financial status information by preparing special reports; completing special projects
• collecting and analyzing account information
• Complete internal audits of transactions as necessary


Company Details

Dar EL Shaab Cooperation

Cairo, Egypt

101-500 employees

Publishing and Printing

N/A

Jul 2003 to Dec 2003 (5 months)

Achievements


the main achievement that i had done is improving an account from 20 FTE to 100 FTE


the main achievement that i had done was improving an account from 2 FTE to 50 FTE in technical support with Level 1.0 and Level 1.5


the main achievement that i had done was managing offshore project parallel with local floor project


my achievement is following and knowing all the departments in the GSM like technical support , complain , back office , retention , call center and customer experience


- Responsible for the “Begins With You” Initiative for people management and fun working environment.

Education

Bachelor's Degree in Commerce

Education Details

Bachelor's Degree

Commerce

Cairo University, Egypt

B / Very Good / 75 - 85%

Accounting Finance Insurance

N/A

Cairo University
1999 - 2003
High School - Thanaweya Amma

High School Details

Thanaweya Amma

orouba language school

Egypt

1999

A / Excellent / 85 -100%

N/A

orouba language school
1999

Certifications

Certificate details

• Inbound Supervision: Certified Inbound Supervisor from Teleperformance Institute – Teleperformance France. • Outbound Supervision: Certified Outbound Supervisor from Teleperformance Institute – Teleperformance France. • Teleperformance Operational Proc

Feb 2008

18 out of 20

http://www.teleperformance.com.eg

N/A

TeleperformanceGroup

• Inbound Supervision: Certified Inbound Supervisor from Teleperformance Institute – Teleperformance France

Training and Courses

Training/Course Details

inbound supervision

Apr 2010

TP INstitute

Inbound Supervision: Certified Inbound Supervisor from Teleperformance Institute

Training/Course Details

Adobe Photo Shop beginner

Jan 2014

Misr Learning

N/A

Training/Course Details

Outbound Supervision: Certified Outbound

Feb 2010

TP INstitute

- Teleperformance France. Outbound Supervision: Certified Outbound Supervisor from Teleperformance Institute -

Training/Course Details

Teleperformance Operational Processes & standards (TOPS)

Mar 2011

TP INstitute

Teleperformance France. Teleperformance Operational Processes & standards (TOPS): Certified TOPS coordinator & Trainer from TP Institute - TP France

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Last update 25 days ago.

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Profile Skills and Keywords

AccountingAdobe Photo Shop BeginnerAnalysisAnalyticalArabicAssistant Contact Center ManagerAssistant English TeacherAvayaBankingCall Center MangementClient Relationship BuildingCommerceConsumer ServicesContact CenterContact Center AdvisorCustomer ExperienceCustomer ServiceCustomer-orientedData AnalysisDevelopping Client RelationshipEccoEducationEnglishEtislatFinanceHonestyInbound SupervisionInsuranceInternetJunior AccountantLeaderMS ExcelMicrosoft AccessMicrosoft PowerPointMicrosoft WindowsMicrosoft WordOperations Account ManagerOperations Senior Supervisor Off Shore And OutboundOperations SupervisorOperations Supervisor Off Shore And OutboundOutbound Supervision: Certified OutboundPublishing And PrintingSupportSupportiveTeachingTeam PlayerTeam WorkTelecommunicationsTeleperformance EgyptTeleperformance Operational Processes & Standards (TOPS)Trust Inbound Supervision: Certified Inbound Supervisor From Teleperformance Institute Teleperformance France. Outbound Supervision: Certified Outbound Supervisor From Teleperformance Institute Teleperformance France. Teleperformance Operational Proc

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MS Excel

MS Excel

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Avaya

Avaya

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Access

Microsoft Access

: Intermediate

: High

:

1-3 years

Teaching

Teaching

: Little knowledge

: Extreme - I love it!

:

Less than 1 year

Banking

Banking

: Little knowledge

: High

:

Less than 1 year

Fields of Expertise

Contact Center

Contact Center

: Expert

: Extreme - I love it!

:

More than 7 years

Data Analysis

Data Analysis

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Call Center Mangement

Call Center Mangement

: Expert

: Extreme - I love it!

:

More than 7 years

Developping Client relationship

Developping Client relationship

: Expert

: Extreme - I love it!

:

More than 7 years

Customer experience

Customer experience

: Expert

: Extreme - I love it!

:

More than 7 years

Client Relationship Building

Client Relationship Building

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Customer-oriented, Team Player, Supportive

Online Presence

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