Islam Aboalela Mostafa

Call Center ManagerFull Time

• Job Details:1- Manage daily operational activities drive improvements related to responsiveness, operation and customer experience KPIs, service-level and efficiency gains. 2- Work closely with Workforce in determining gaps in coverage and recommend solutions to ensure stabilized staffing throughout each daypart in 24x7x365 environment. 3- Closely monitor agent performance details and lead supervisors on proper coaching practices and performance improvement plans to develop front-line support. 4- Continuously monitor the projects to take necessary actions when SLAs of KPIS are found to fall below the required target. 5- Achieve the Project KPIs communicated by the associate director. 6- Maintaining figures of the project and ensuring the enclosed targets are being met 7- Continually identify opportunities to improve the customer experience KPIs ( C-Sat & D-Sat). 8- Supervises and directs the activities of the project’s Supervisors. 9- Assist in hiring the needed resources. 10- Ensuring that corrective actions are being taken by the supervisors in the process of monitoring and coaching the agents. 11- Act as the focal point with the supporting functions for project / agent related issues. 12- Act on any negative feedback received from the QA dept. 13- Hold and document one to one meeting with relevant Supervisors to communicate feedback based on monthly performance assessment even of the supervisors are meeting the required targets 14- Holding a weekly meeting with the client to review the operations results and means for enhancement.

Call Center Operation Senior SupervisorFull Time

• Job Details:- Manage daily operational activities drive improvements related to responsiveness, operation and customer experience KPIs, service-level and efficiency gains. - Work closely with Workforce in determining gaps in coverage and recommend solutions to ensure stabilized staffing throughout each daypart in 24x7x365 environment. - Closely monitor agent performance details and lead team leaders on proper coaching practices and performance improvement plans to develop front-line support. - Continuously monitor the project’s to take necessary actions when SLAs are found to fall below the required target. - Achieve the Project KPIs communicated by the Operations Manager. - Maintaining figures of the project and ensuring the enclosed targets are being met - Continually identify opportunities to improve the customer experience KPIs (ACS, NPS). - Supervises and directs the activities of the project’s TLs. - Assist in hiring the needed resources. - Ensuring that corrective actions are being taken by the TLs in the process of monitoring and coaching the agents. - Act as the focal point with the supporting functions for project / agent related issues. - Act on any negative feedback received from the QA dept. - Holding a weekly meeting with the TLs to review the operations results and means for enhancement – if needed - Hold and document one to one meeting with relevant TLs to communicate feedback based on monthly performance assessment even of the TLs are meeting the required targets