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Karim Nagy Zoheir

Operations Manager at Grinta

Maadi, Cairo, Egypt

Work Experience

  • Operations ManagerFull Time

    Grinta

    Jan 2023 - Present -2 yrs, 5 months

    Egypt

    • Operations ManagerFull Time

      Sary

      Jan 2021 - Jan 2022 -1 yr

      Egypt

      • Acting as - Operations ManagerFull Time

        Delivery Hero MENA

        Oct 2019 - Jan 2021 -1 yr, 3 months

        Egypt , Cairo

        • Job Details:• Develop mentor and manage a team of (4 Team Leaders, 8 Shift Leaders and 362 Agents) in Egypt. • Develop mentor and manage a team of ( 1 Operation Manager, 1 Contact Center Manager, 6 Team Leaders, 150 Agents) in Bahrain. • Coach, monitor and provide feedback to the Management to improve performance. • To ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction. • Setting up actionable KPI’s according to our previous, current performance and our business objective. • Leading, training and managing team leaders of the account and handling any issues that may arise. • Achieving account objectives, goals and targets while motivating the account stuff. • Forecast and track the account performance metrics. • Align with the support functions departments and ensure that all business requirements are considered and contribute the HR performing the technical interviews to select the targeted criteria. • establish and managing Quality Team to achieve our business goals and not to lose the sight of the customer. • Launched WFM and RTM team to manage our team schedules, Forecast and to track their attendance. • Communication with the other departments (Training, HR , MIS and etc..) to make sure to reach the best performance needed. • Weekly analysis for the failure KPI’S to achieve the target. • Recruit new staff and schedule existing staff to meet service level objectives. • Develop contests, awards and themes that increase agents' loyalty and focus. • Establish monthly meetings with other departments to review call center operations. • Setting up Payroll, adjust the salary scheme according to Talabat and Otlob based on our badget. • Setting up competitions, adjust the budget scheme according to our income and expenses based on our business needs.
      • Operations and Business Development SupervisorFull Time

        Millennium for investment

        Dec 2017 - Jan 2019 -1 yr, 1 month

        Egypt , Cairo

        • Job Details:• Ensure that all workings are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements • Setting up Transportation Plan for the Sales Team to facilitate achieving their target and make them motivated. • Doing Sales territory Mapping and Manage a team of Sales Team to make sure that they are achieving their Sales target, creating new deals and delivering products. • Identify potential clients, and the decision makers within the client organization. • Prospect for potential new clients and turn this into increased business. • Cold call as appropriate within your market or geographic area to ensure a robust pipeline of opportunities. * Meet potential clients by growing, maintaining, and leveraging your network. • Making SWOT analysis to carve a sustainable niche in our market. • Work with marketing staff to ensure that prerequisites (like prequalification or getting on a vendor list) are fulfilled within a timely manner. • Motivate staff to achieve all assigned targets and goals. • Set up meetings between client decision makers and company’s practice leaders/Principals. • Attend industry functions, such as association events and conferences, and provide feedback and information on market and creative trends. • Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales. • Using knowledge of the market and competitors, identify and develop the company’s unique selling propositions and differentiators. • Submit weekly progress reports and ensure data is accurate. • Ensure that data is accurately entered and managed within the company’s CRM or other sales management system. • Forecast sales targets and ensure they are met by the team. • Track and record activity on accounts and help to close deals to meet these targets. • Present business development training and mentoring to business developers and other internal staff. • Ensure all team members represent the company in the best light. • Understand the company’s goal and purpose so that will continual to enhance the company’s performance. • defines long-term organizational strategic goals, builds key customer relationships, identifies business opportunities, negotiates and closes business deals and maintains extensive knowledge of current market conditions. • work with the internal team, marketing staff, and other managers to increase sales opportunities and thereby maximize revenue for their organization.
      • Education

        • BA in Management

          Modern Academy for Engineering and Technology (MIS)

          Jan 2013 - Jan 2016 - 3 yr

        • High School - Thanaweya Amma

          Amal Language School

          Jan 2005 

        Activities

        • General Manager at EGYouth

          Volunteering

          Jan 2011 - Nov 2011 -10 months

        Skills

        • Sales
        • Microsoft Office
        • Mobile Phones

        Languages

        • English

          Fluent
        • Arabic

          Fluent

        Training & Certifications

        • Management

          Teleperformance·2015
        • Second Amazing Everyday

          Nokia·2014
        • Amazing Everyday Award

          Nokia·2014
        • Nokia HERO

          Nokia·2012
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