Ehab Barakat

Operations ManagerFull Time

Community Manager

• Job Details:Managed daily operations across agents and team leaders for General Motors, ensuring alignment with service targets and operational efficiency. Analyzed and communicated customer sentiment trends, addressed escalated issues, and conducted key administrative functions to maintain service quality. Supported team leaders in achieving consistent service level targets through effective coaching and resource optimization. Built and led teams by aligning team goals with organizational mission and strategic objectives. Played an active role in recruitment, training, and skill development of agents and team leaders, enhancing overall team stability and performance. Conducted regular performance reviews with team leaders and agents to meet and exceed monthly and quarterly targets through documented coaching sessions. Served as a central figure for identifying skill improvement needs, collaborating with coaches and trainers for targeted development. Monitored customer transaction trends and performance metrics, proactively identifying and addressing both positive and negative trends. Collaborated closely with cross-functional leads to drive alignment and improvement in shared processes. Stayed current with industry developments, applying best practices to continuously improve team and customer outcomes.

Team Leader

• Job Details:Conduct regular quality assessments and provide constructive feedback to agents. Manage call center operations to optimize efficiency. Implement strategies to improve call handling times, first-call resolution, and customer satisfaction. Effectively manage relationships with outsourced service providers, ensuring they align with company standards and goals. Conduct regular meetings and performance reviews with outsourced teams. Generate regular reports on call center performance metrics. Analyze data to identify trends and areas for improvement. Handle escalated customer complaints or difficult situations, ensuring timely and effective resolution. Monitor and evaluate the performance of call center agents, setting clear performance goals and objectives. Ensure that all customer interactions meet or exceed established quality standards.