Islam Adel Abbas

Operations ManagerFull Time

• Job Details:Outline • Leading a team consists of 5 supervisors handling 140 inhouse Interpreters and 350+ Freelancer. • Decreasing the abandoned calls rate. • Increasing Productivity. • Process enhancement. • Leading coordination between different departments (Talent Acquisition- WFM – Clients Relation – Quality - Training). • Setting quarterly plan and project objectives. • Handling clients’ relations along with the CRM. Key Responsibilities • Leading, training, and managing clients’ requests. • Setting targets and expansion plans according to the market and insights in hand. • Leading and managing supervisors, setting their KPIs, following up on their performance, and evaluating it monthly. • Achieving the account objectives and goals while motivating the account staff. • Communicating, and follow up to all responsible parties within our organization. • Forecast and track account performance metrics, setting milestones and following up on it as per our initial plan. • Ensure the timely and successful delivery of service according to client needs and objectives. • Setting Supervisors/accounts monthly objectives. • Applying operational, qualitative, and business analysis of the account performance on regular basis. • Conducting process improvement opportunity analysis on all assigned projects in order to improve performance. • Translating the yearly clients' feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives. • Performing weekly audits to ensure consistency in delivering the service to our clients. • Follow up daily on the performance indicators and share the feedback with the team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgment regarding the team's understanding and awareness towards all actions and implementation. • Setting budgeting plan GPM with the operations director and check on improvement along side action plans implementations to guarantee and increase in our GPM. • Aligning with invoicing + Finance team, on all interpreters’ payments. • Aligning with other support functions to ensure that all business requirements are considered as well as contribute to the talent acquisition team performing the technical interviews to select the targeted criteria. • Audit teams actions, orders, and procedures; frequently conducting skip level meetings to ensure equal chances of support for the team members and encourage a healthy environment which leads to better opportunities for achieving targets and benchmarks. • Supervising and directing the operations supervisors and providing support - within the process frame - in unusual case escalations if any and coach the team as needed. • Communicating to the clients the concerning areas from operational perspective based on the business reviews results. • Participating in clients’ meetings and aligns to the general strategies and actions aiming to improve the level of satisfaction of the client and meet the set CS benchmark.

Customer Experience SupervisorFull Time

• Job Details:Outline • Leading 3 teams for 3 retailers e-commerce ventures REV brands websites (Pier1, Modell’s, Linens And Things). • Balance workload for 3 teams, including 25 customer service representatives divided over variety of rules (Phone – Chat – Email – Back Office). • Meet regularly with our client to set goals and project objectives. • Suggest and develop new plans to encounter any blockers. • Handling a team of Risk Management Specialists responsible of handling (Charge Backs – Pre-Charge Backs – High Fraud Orders). Key Responsibilities • Processing the clients’ requests. • Supporting the team. • Observing the queue. • Check the website functionality regularly, and report to REV Tech team if anything needed their attention. • Report the team performance daily. • Coaching the team based on any weakness point arises. • Maintaining our SLA for all channels (Emails – Chats – Phone) above 95%. • Assigning tasks to each team member based on his role. • Observing the team adherence and attendance. • Dealing with any issue arise needs the Drop Shipping team help. • Checking on Vendors errors and making sure they are communicated properly. • Creating reports for Vendor’s cancellations and working on resolving the orders by providing alternatives. • Checking daily on delayed orders along with the back-office to see if there’s a pattern or a specific vendor holding orders.

Call center Deputy Team LeaderFull Time