Islam Badawy

BPO Operations Manager (Egypt & Kenya)Full Time

Operations ManagerFull Time

• Job Details:leading and managing a telesales team, implementing effective sales strategies, monitoring performance, and ensuring compliance while fostering a motivated and efficient work environment to achieve revenue targets. Lead and manage a team of telesales representatives, providing guidance, coaching, and support to ensure they meet performance targets and goals. Develop and implement sales strategies and tactics to maximize team productivity and achieve revenue targets. Continuously monitor team performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes. Provide training and ongoing development opportunities to enhance the skills and knowledge of the telesales team. Oversee daily operations, including call scheduling, lead distribution, and workflow management to optimize efficiency. Foster strong customer relationships by ensuring high-quality interactions with clients and addressing their inquiries or concerns. Generate regular reports on sales performance, team achievements, and key performance indicators for senior management. Identify and implement process improvements to enhance the telesales operation's effectiveness and efficiency. Manage the team's budget, including expenses related to tools, technology, and personnel. Ensure that the team complies with all relevant regulations and maintains high-quality standards in sales practices. Facilitate clear and effective communication within the team, between departments, and with upper management to align objectives and goals. Stay informed about industry trends and market conditions to adjust sales strategies accordingly. Collaborate with senior management to set ambitious yet achievable sales targets and objectives. Create a positive and motivating work environment to inspire team members and maintain high morale. Identify and mitigate potential risks that could impact sales performance or customer relationships. Lead, mentor, and support a team of customer service representatives to meet and exceed performance goals and service level agreements. Design and implement effective workflows and processes to optimize the efficiency of the customer operations department. Ensure that all customer inquiries, requests, and issues are handled promptly and effectively within established guidelines. Monitor real-time queues and allocation of tasks to maintain a balanced workload among team members. Monitor and evaluate customer interactions, including calls, emails, and chats, to ensure service quality and adherence to company policies and standards. Provide constructive feedback to customer service representatives to improve their performance and customer handling skills. Establish key performance indicators (KPIs) and monitor team performance against these metrics. Collaborate with the team to implement action plans and process improvements to enhance customer experience. Generate regular reports on team performance, customer feedback, and operational metrics. Analyze data to identify trends, areas of improvement, and opportunities for enhancing customer service processes. Forecast staffing requirements based on call volumes and expected workloads to ensure adequate coverage and service levels. Plan for peak seasons or special events that may impact customer service demand. Cultivate strong customer relationships to understand their needs and expectations. Oversee the resolution of escalated customer issues, ensuring prompt and satisfactory solutions. Coordinate training sessions to ensure the customer service team remains knowledgeable about products, services, and company policies. Collaborate with other departments such as Sales, Marketing, and Product to drive customer-centric initiatives, gather feedback, and communicate customer insights. Be prepared to handle and lead the team during high-stress situations or crisis management scenarios.

Quality Assurance Team ManagerFull Time

• Job Details:• Establish and evolve formal QA processes • Ensuring that the team is using industry-accepted best practices. • Oversee all aspects of quality assurance including establishing metrics, developing new tools, and processes to ensure quality goals are met. • Act as a key point of contact for all QA aspects of releases, providing QA services and coordinating QA resources internally and externally. • Lead and mentor QA team members, as well as manage outside contract testers • Develop and execute test cases, scripts, plans and procedures (manual and automated). • Create an inspiring team environment with an open communication culture • Set clear team goals by delegating tasks and setting deadlines • Oversee day-to-day operation • Monitor team performance and report on metrics • Discover training needs and provide coaching • Recognize high performance and reward accomplishments accordingly • Suggest and organize team building activities • Provide one to one coaching and sessions to each QA.