Abanoub Neseem

Contact Center ManagerFull Time

• Job Details:Teleperformance - (Cairo) www.teleperformance.com Project: du Emirates www.du.ae Title: Contact Center Manager. • Client Management • Holding Front office Teams for Consumer & Enterprise customer segments. • Holding Email & Chat Assisted deferred channels. • Program Key Performance Indicators (KPIs) Management • Supportive Functions Relationship & follow up Management (WF/Training/Quality Departments/Recruitment/Marketing) • Speed KPIs Management (SLAs/AHT/Abandon rates) • Quality KPIs Management (TNPS/Repeated callers/COPC Quality Metrics/Staff complaints/) • Ensuring adding value to the partnership with the client by focusing on customer experience, quality & business intelligence. • Ensuring Closing the Loop between Supervisors/ACMs & All other Departments or Sub- ordinates to guarantee healthy working environment. • Gross Margin Management for the program through Revenue maximization and cost control. • Attrition Management Specially in Call Center Industry as it’s a main Challenge across all levels. • Team development through daily/weekly/monthly follow up agendas • Creating needed action plan along with glide path for failed metrics in the program. • Targeting business farming by acquiring new business from client after proving high quality standards delivery.

Assistant Call Center ManagerFull Time

• Job Details:Teleperformance - (Cairo) www.teleperformance.com Project: Expedia Canada Title: Assistant Contact Center Manager. • Project Management • Business Unit Management.(6 Supervisors) • Client Management • Line of Business Key Performance Indicators (KPIs) Management • Supportive Functions Relationship & follow up Management (WF/Training/Quality Departments) • Running Two Line of Business Inbound Sales & Service • Ensuring Proper Coaching & Monitoring across BU supervisors to their agents. • Ensuring Closing the Loop between Supervisors & All other Departments or Sub- ordinates to guarantee healthy working environment. • Gross Margin Management.. • Attrition Management Specially in Call Center Industry as it’s a main Challenge across all levels.

Sales Contact Center SupervisorFull Time

• Job Details:Teleperformance - (Cairo) www.teleperformance.com Project: Expedia Canada Title: Sales Contact Center Supervisor • Handling customer escalations and the operational floor day to day activities and critical problems. • Preparing all types of reports to measure performance in different terms of KPIs. • Handling final face to face interviews with new employees to decide if meeting the campaign requirements. • Administrative work, preparing meetings, conference calls. • Delivering sales techniques sessions to the agents in the team. • Communicating with the client via Emails for new lines of business and new updates. • Responsible of the performance of a team in terms of all Key performance indicators Mainly converting inquiry calls to sales • Putting action plans on how to improve their performance.