
islam Fares
Call Center Senior supervisor at Etisal International
Badrasheen, Giza, EgyptWork Experience
Call Center SupervisorFull Time
Etisal International
Sep 2014 - Jul 2017 -2 yrs, 10 months
Egypt , Cairo
Call Center Senior supervisorFull Time
Etisal International
Apr 2010 - Present -15 yrs, 3 months
Egypt , Cairo
- 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
Etisal International
Apr 2010 - Aug 2014 -4 yrs, 4 months
Egypt , Cairo
- 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
Call Center Agent Full Time
Vodafone
Nov 2005 - Mar 2010 -4 yrs, 4 months
Egypt , Cairo
- Job Details:Vodafone Egypt November 2005 – March 2010 (4 years 5 months)Egypt 1. Answer phones and respond to customer requests. . 2. Transfer customer calls to appropriate staff. 3. Identify, research, and resolve customer delayed activation issues using the computer system. 4. Follow-up on customer inquires not immediately resolved. 5. Complete call logs and reports. 6. Recommend process improvements. 7. Other duties as assigned. Work Experiences • Nov/ 2005: May /2006, - I worked as Data Entry in data collection department in Vodafone Company. • June/ 2006: April /2010 - I worked in customer care department in Vodafone Company, Passing by Core, Mid, and then High value team. from time to time i supported Some of Queues such as ( Premium Queue for 3 months, MNP Queue, MNC end user in corporate Queue ). - I have got a thank you certificate as recognition for my performance.
Education
Faculty of Tourism and Hotels in Tourism studies
Cairo University (CU)Jan 1998 - Jan 2002 - 4 yr
High School - Thanaweya Amma
Badrasheen Secondary SchoolJan 1998
Skills
- Call Center
- Fast Learner
- Leadership
- Business Analysis
- Creative Thinker
- Good communication skills
- Negotiation
- Planning
- Time Maanagement
- Presentation skills
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Languages
Arabic
FluentEnglish
Advanced
Training & Certifications
Auto Dialer application
Etisal international·2014Leadership Skills
Etisal International Company ·2013Coaching
Etisal International Company·2013ISO 9001
Etisal International·2013COPC introduction
Etisal international ·2013ISO 9001
Etisal international ·2013Time Management
Etisal International Company ·2012Human Development
Vodafone company·2009Find a Way to say yes
Vodafone Company ·2008