John Gamal Antonious

Head of Customer ExperienceFull Time

• Job Details:Map the customer journey and identify opportunities to proactively intervene on the client’s behalf. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement. Champion opportunities to consistently Improve the Delivery experience. Drive customer retention, reduce churn, and increase customer satisfaction. Guide team in effective client issues resolution and handle any escalations. Continually review and evolve the collection of processes Talabeyah uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle. Oversee and undertake other activities as required in order to gauge customer feedback and make sure that this is used effectively. This will include postal surveys, one-to-one interviews and focus groups, and on-line methods of engagement, including the use of social media. Conduct studies and research to discover new techniques necessary for improving customer and Vendor experience. Implement and Evaluate Pilot project initiatives ROI and implications of rolling out. Provide the leadership in integrating customer perspective and navigation across lines of business or business functions through touch points throughout the customer journey of market development and prediction of future requirements and opportunities

Contact Center Operations ManagerFull Time

• Job Details:Lead and manage a team of 3 direct reports and 20+ customer service representatives. Determines contact center operational and customer service strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses. Serving different channels and Line of businesses (Inbound, Outbound, E-Commerce, Social Media, Email & Chat). Manage all online activity in relation to traffic acquisition, sales, conversion and reporting. Work with developers to improve website and application performance. Work with the marketing team or manage digital marketers in order to improve quality and traffic acquisition. Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses. Accomplishes contact center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, disciplining employees and administering scheduling systems. Prepares contact center, stores, delivery performance reports by collecting, analyzing, and summarizing data and trends. Maintains equipment by evaluating and installing equipment. Maintains professional and technical knowledge by tracking emerging trends in contact center operations management.

Customer Experience ManagerFull Time

• Job Details:Champion opportunities to consistently improve the customer experience. Drive customer retention, reduce churn, and increase customer satisfaction. Map the customer journey and identify opportunities to proactively intervene on the client’s behalf. Guide team in effective client issues resolution and handle any escalations. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement. Test new strategies for driving customer value. Continually review and evolve the collection of processes uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle. Manage all online activity in relation to traffic acquisition, sales, conversion and reporting. Determines contact center operational and customer service strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses.