Amr Mohamed Nabeel

Head of Data and ProductionFull Time

Key Account ManagerFull Time

Operational Excellence ManagerFull Time

• Job Details:• Strategy Formulation based on annual objectives based on best practice in Market. • Cultural change through an experiential organizational development approach. • Modify/reengineer SOPs to ensure smooth operations according to market trends. • Quarterly audit Jumia Services’ Teams and ensure correct and efficient process execution. • Managing Helpdesk Team performance. • Managing Queue Monitoring Team performance. • Priority planning and delegation of tasks within reporting departments. • SPOC for Salesforce cloud and Ticketing system. • Queues Management and controlling the service level agreements in between teams to ensure packages delivery within customer/vendor promise. • Managing 3rd party logistics partners/in-house fleet interactions that affect delivery/pickup turnaround times. • Forecasting workforce requirements during campaigns/normal working days. • Monitoring accuracy of reporting and data base information. • Analyzing current and historical data to spot operational gaps. • Formulating action plans to remedy current operational gaps. • Resolving issues with queues owners that are affecting SLAs. • Monitoring customer complaint resolution. • Handling of complex and escalated customer service issues. • Liaison between Jumia Mall and Jumia Services to bridge gaps that could negatively affect workflow and service level agreements.