Ibrahim Emam

Ecco Outsourcing

• Operation senior supervisorFull Time

  Mar 2018 - Mar 2020 -2 yrs

  Egypt , Cairo

  • Job Details:* Responsible for training call center agents to make sure that service delivery on their part is always up to speed * Maintain and enhance call center operations by supervising system performances, identifying and providing solutions to problems * Prepare call center performance reports
• Operation supervisorFull Time

  May 2016 - Feb 2018 -1 yr, 9 months

  Egypt , Cairo

  • Job Details:* Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. * Ensuring agents understand and comply with all call center objectives, performance standards, and policies. * Answering agent questions regarding best practices or difficult calls. * Identifying operational issues and suggesting possible improvements. * Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. * Preparing reports and analyzing data to assist management as they determine call center goals. * Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Nesting auditorFull Time

  Dec 2014 - Apr 2016 -1 yr, 4 months

  Egypt , Cairo

  • Job Details:* responsible for nesting area which include all agents they not exceed one month * work to determine the area of challenge for them and set the corrective plan to improve them as mush as possible * Direct the TLs who responsible for the newcomers to the right way to treat with this level of agents life
• Operation Team LeaderFull Time

  Dec 2014 - Jan 2015 -1 month

  Egypt , Cairo

  • Job Details:* Keeping up to date with business development and new product lines * Reporting to the Customer Service Manager * Manage day-to-day line activities, priorities and make risk/impact assessments within existing processes and procedures towards achieving SLAs * Ensure training and development plans are maintained for all team members * Support the Operations Manager to highlight operational risks and areas for improvement * Work with the management team to identify and deliver positive change and business efficiencies * Escalate any appropriate problems to senior management * Support the Senior Manager to highlight operational risks and areas for improvement
• Technical SupportFull Time

  Mar 2014 - Nov 2014 -8 months

  Egypt , Cairo

  • Job Details:* Help new agents through support them live in call * conduct session for the newcomer * control and track the newcomer during the preparation period
• CSR HDS Team (Hard detractor skills customers)Full Time

  Jul 2013 - Feb 2014 -7 months

  Egypt , Cairo

  • Job Details:* Responsible to treat with hard customers (seekers, talkative, repeated) . * Control the hard calls which incoming on Q
• Call Center RepresentativeFull Time

  Sep 2012 - Jun 2013 -9 months

  Egypt , Cairo

  • Job Details:* Handle all incoming/outgoing calls of the call center. * Provide best possible service to both external and internal customers to achieve highest level of * customer satisfaction. * Handle and solve all inquiries, requests and complaints * Communicate with other departments all relevant customer inquiries if applicable. * Provide proper information to customers with complete and comprehensive understanding of company products and services. * Respect and apply company vision, mission and values.