Basic Info

Ahmed Abdelhady

10 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Contact center, VOC (Complaints) and Service tracking Manager at Samsung

Experience Details

Contact center, VOC (Complaints) and Service tracking Manager

Customer Service/Support, Installation/Maintenance/Repair

Manager

N/A


Company Details

Samsung (multinational)

Cairo, Egypt

101-500 employees

Consumer Electronics , Consumer Services , Electronics and Semiconductors

Www.samsung.com

Apr 2014 to present (2 years 8 months)
Realtime Manager at Vodafone

Experience Details

Realtime Manager

Operations/Management, Customer Service/Support

Manager

- Manage RTM personnel
- Administration of setup and utilization of ACD reporting
- Administration of communication to and from Operations and support departments
- Collection and analysis and reporting of historical center performance statistics
- Collection and analysis and reporting of historical agent performance statistics
- Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
- Work with Human Resources, Recruiting, and Training to coordinate the hiring and
training of new employee resources
- Work with training and operations to coordinate multi-skill training for existing agents
- Oversee communication to new hires on schedule process
- Oversee short-term workload forecasting
- Oversee scheduling philosophy of schedule assignments
- Oversee proactive scheduling of discretionary activities such as training, meetings,
overtime
- Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Oversee analysis and reporting of employee performance including schedule adherence
- Recognizes and recommends operational and support improvements
- Perform other duties and assignments as directed


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Dec 2012 to Mar 2014 (1 year 3 months)

Education

Bachelor's Degree in Business administration

Education Details

Bachelor's Degree

Business administration , Computer science

Sadat Academy for Management Sciences, Egypt

C / Good / 65 - 75%

N/A

N/A

Sadat Academy for Management Sciences
2000 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

els

Qatar

1999

B / Very Good / 75 - 85%

N/A

els
1999

Certifications

Certificate details

COPC (Customer Operations Performance Services)

Mar 2013

95 out of 100

N/A

N/A

COPC

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

Account ManagementAdaptiveAnalysisAnalyticalArabicAvaya CMSBusiness AdministrationCOPC (Customer Operations Performance Services)Client ManagementComputer ScienceConsumer ElectronicsConsumer ServicesContact Center, VOC (Complaints) And Service Tracking ManagerCustomer Servic3Customer ServiceCustomer-orientedElectronics And SemiconductorsEnglishFlexibleInstallationLeaderMaintenanceManagementMicrosoft OfficeNumbersProblem SolverProblem SolvingRealtime ManagerRepairSamsungSupportTelecommunicationsVodafone

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Avaya CMS

Avaya CMS

: Expert

: Extreme - I love it!

:

5-7 years

Fields of Expertise

Customer servic3

Customer servic3

: Expert

: Extreme - I love it!

:

More than 7 years

Account management

Account management

: Expert

: Extreme - I love it!

:

5-7 years

Client management

Client management

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Analytical, Leader, Customer-oriented, Problem Solver, Flexible / Adaptive

Like Ahmed`s profile? Share it!

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Ahmed's full profile and find more great talent and professionals to join your team.