Islam Ibrahim Ali

Huawei Technologies Egypt

• Operation ManagerFull Time

  Jul 2019 - Nov 2021 -2 yrs, 4 months

  Egypt , Cairo

  • Job Details:● Operation Manager: responsible for all Huawei hotline calls for MEA countries (Egypt-UAE-Oman-Qatar-Bahrain-Kuwait-Tunisia-Alegria-Morrocco) ● Responsible for handling live chat team for more than three months ● Weekly forecasting with WFM team to measure the trend of calls and put the needed staff to handle it. ● Hiring process and follow up to get the suitable candidates for the LOB ● Communicate with Huawei HQ regarding the monthly VOC analysis ● Put monthly improvement plan for the failed KPI's to improve it and enhance the agent’s skills. ● Complaint team, design the escalation process and improve it
• Contact Center SupervisorFull Time

  Jul 2017 - Jun 2019 -1 yr, 11 months

  • Job Details:• Responsible about In-bound and Out-Bound calls for ME countries • Monitor calls, coach agents for their weakness points and working to increase percentage of C-sat to reach best possible quality of service • Responsible about complaints related to delays or repair of devices. • Make analysis to show agent and account performance and put plans for crises cases. • Communicate with Huawei head office to enhance our service that presented in middle east countries • Follow up to maximize Gross Margin for account and Minimize direct cost