
Karim Nagy Zoheir
Operations Manager at Grinta
Maadi, Cairo, EgyptWork Experience
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 SchoolJan 2005
Activities
General Manager at EGYouth
Volunteering
Jan 2011 - Nov 2011 -10 months
Languages
English
FluentArabic
Fluent
Training & Certifications
Management
Teleperformance·2015Second Amazing Everyday
Nokia·2014Amazing Everyday Award
Nokia·2014Nokia HERO
Nokia·2012