islam Fares

Call Center SupervisorFull Time

Call Center Senior supervisorFull Time

• Job Details:Etisal International April 2010 till now Title: Contact center Senior Supervisor  Supervisor:- “Act as account Manager”  Sep 2014 till March 2015, in Etisalat Data Entry campaign.  Mar 2015 till July 2015, in Etisalat Outbound campaign used Auto Dialer application  Aug 2015 till Oct 2015 in Bupa Data Entry Campaign  Nov 2015 till Feb 2016 Loan in Recruitment department “Etisalat Activation queue”  Mar 2016 till at the moment the following projects under my supervision; NGO Food & Beverage Travel & Transportation White goods Automotive Retail & Distribution Baheya La Poire Nesma Airline Beko Skoda Computer Shop Misr El-Khair TestPeasty Radio Shack Life Makers Man'ousha Mobile Shop Etoile Smart Homes Domino's Pizza Compume Feteera  Supervisor duties , • Design Work instructions & business cycle, flow and process according to company strategy & COPC requirements. • Establish all call center environment's rules & fundamentals. • Conduct all business requirements through business analyses function results. • Generate the client’s business output and build the required analysis to identify the gap between real results & targets. • Create the required immediate, short run & long run salutations to meet the operational targets. • Provide the required operational solutions based on improvement action plans. • Create or maintain policies, procedures and work process as well. • Build call center restructure based on staff qualifications & job description. • Follow up daily real time operation management calls flow, service level, floor manpower...etc. • Design evaluation performance system (KPI) for whole call center staff. • Doing the required interviews to requite call center staff. • Observe & manage my team member’s daily performance as per the putted action plan. • Coordinate with Quality & WFM departments to handle any Issue related to operation. • Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues. • Planning and supervising changes and managing the daily operations of call center. • Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance. • Setting up and meeting performance goals and targets for speed, efficiency, and quality • Conducting monthly managerial meeting discussing the overall performance and delivering the required feedback. • Motivating, coaching, and retaining staff as well as coordinating reward, and incentive scheme. • Handling the most complicated customer inquiries or complaints. • responsible for the clients escalations sent from the client side during his shift • Focal point for any case complaint, fraud , client requests , updates mails and any escalation internal or external

Call Center Team Leader Full Time

• Job Details: Team leader  Apr 2010 till Nov 2011, as operation Team Leader in Etisalat activation and data entry Project.  Nov 2011 till end of Dec 2013 in Mobily Project as operation Team Leader.  Jan 2014 till April 2014, Loan in Workforce department.  May 2014 till Aug 2014, in Pizza & Mo’men Project as operation Team Leader.  Team Leader Duties. • Manage a team of call center agents. • Be available to affect the entirety of the team's operations. - Manage by walking around (MBWA). Be visible to answer questions. - Take calls that your agents can't handle and be available when an agent appears to need assistance. - Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. - Motivate and encourage agents through positive communication and feedback. • Meet at least once each week with your team. At a minimum, review the following topics: - Review the past week's events, including statistics, results and industry news. - Disseminate new process and information to the agents. - Introduce new staff members. - Present commendations and awards. - Communicate company information. - Answer questions and comments. - Provide agents with a glimpse of future weeks. • Perform at least one monitoring evaluation with each agent every two weeks • Keep track of attendance, daily statistics, paid time off, sick time, etc. • Coaching with constructive feedback. • Develop the team (agent's skills and performance). • Provide guidance in relation to call center standards policies and procedures. • Ensure customer follow through is completed daily, report on service statistics, monitor and manage call volume and maintain monthly staffing schedules. • Recording their suggestions. • Resolving customer problem according to the company policies and procedures. • Planning our targets and mandating our team to comply our goals