El-tarek Mohamed

Employee Training and Development SpecialistFull Time

• Job Details:Identify training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments. Design and expand training and development programs based on the needs of the organization and the individual. Work in a team to produce programs that are satisfactory to all relevant parties in an organization, such as line managers, accountants and senior managers at board level. Consider the costs of planned programs and keep within budgets as assessing the return on investment of any training or development program is becoming increasingly important O Develop effective induction programs CI Devise individual learning plans. Develop and Produce training materials for in-house courses. Manage the delivery of training and development programs and, in a more senior role, devise a training strategy for the organization. Monitor and review the progress of trainees through questionnaires and discussions with managers. Ensure that statutory training requirements are met. Evaluate training and development programs. Amend and revise programs as necessary, in order to adapt to changes occurring in the work environment. Help line managers and trainers solve specific training problems, either on a one-to-one basis or in groups. Keep up to date with developments in training by reading, going to meetings, and attending relevant courses Other duties as assigned.

Assistant Contact Center ManagerFull Time

• Job Details:Analyzes the performance of the supervisors and team on an intraday/daily/weekly and monthly basis to maximize business performance. Reviews financial data on Gross Margin/Operational Margin for team (at Supervisor level) on an hourly/daily/weekly/monthly basis and takes action as required. Hold Educational Learning Plans (ELP’s) with their team of Supervisors according to the TOPS framework. Hold Daily Supervisor Meeting and In Shift Meetings with their team to focus and highlight priorities of shift. Work with other functional areas to ensure effective Work Force Planning is in place on the program. Identifies those supervisors who are not meeting goals and conducts one-on-one coaching sessions with (through TOPS management approach) and agrees action plans to follow. Schedules time with Supervisors performing well to praise them and identify further areas of improvement and agrees action plans to follow. Follows-up with supervisors after a prescribed period of time to identify if performance has improved. Walks around on the call floor to manage and identify areas of development for the operation. Studies performance reports to develop Agent Follow up tools to enhance performance of low performing Agents. Analyses data using techniques like Top Call Driver Analysis to identify priority actions for their team of Supervisors. Participates in Weekly, Monthly and Quarterly ATAC meetings. Ensure that all global initiatives are applied in line with company standards. Attends conference calls with clients to discuss project specific issues, areas of opportunity and best practice as required. Signs all payroll related issues created by Supervisor for approval including but not limited to exception hours, overtime, vacation leaves, sick leaves and attendance. Issues Incident Reports, disciplinary actions and/or human resources related documents. Coordinates directly with other managers to formulate specific action plans on a case to case basis.

Contact center supervisorFull Time

• Job Details:To manage the daily operations of the Credit and collections department and the escalation line departments. Provide world class customer support and service. Lead, manage, develop, train and review performance of staff, as required. Ensure all employee issues and concerns are addressed in a timely manner, encourage Involvement from a staff and foster a positive team environment. Measure, monitor and maintain customer service and satisfaction. Exercise retention efforts when appropriate. Identify the different individual team members needs for both direction and support. Assist the team as a whole in achieving its task(s) and in operating together as an effective team. Represent the team to and communicate with the relevant levels of management. Encourage full participation. Foster a positive team spirit. Ensure that the team makes clear and consensus decisions. Lead any presentations to management. Take ultimate responsibility for team decisions, progress, and results. Keep team progress on track. Proactive involvement in the day-to-day activities of the team. Evaluate productivity and ensure standards are achieved. Lead and motivate the team and maintain good relationships with other support functions to add value.