Lamiaa Azouz Muhammad
Senior Supervisor/ACM in training
Downtown, Cairo, EgyptWork Experience
Customer Service Assistant ManagerFull Time
- Job Details:Analyze the performance of the team on an intraday/daily/weekly and monthly basis to maximize business performance. * Review financial data on Gross Margin/Operational Margin on an hourly/daily/weekly/monthly basis and takes action as required. * Hold Educational Learning Plans with the team . * Work with other functional areas to ensure effective Work Force Planning is in place on the program. * Identify those who are not meeting goals and conducts one-on-one coaching sessions and agrees action plans to follow. * Schedule time with top performers to praise them and identify further areas of improvement and agrees action plans to follow. * Analyse data using techniques like Top Call Driver Analysis to identify priority actions for the team. * Ensure that all global initiatives are applied in line with company standards. * Issue Incident Reports, disciplinary actions and/or human resources related documents. * Coordinate directly with other managers to formulate specific action plans on a case to case basis.
Sr. Contact Center Supervisor/ ACM in trainingFull Time
Teleperformance Egypt
Mar 2010 - Feb 2017 -6 yrs, 11 months
Egypt , Cairo
- Job Details:Leading a team of 20 agents who are the account seniors, and aiming to achieve the client targets without affecting individual KPIs or customer satisfaction. Implementing an action plan to increase the team productivity without lowering the gross margin with higher costs of new heads or more OT hrs. I am also the main or almost the only Teir 2 supervisor among a team of 11 supervisors due to my experience along with my effective managerial skills which is more beneficial when it comes to senior agents. I am the main L2 point of contact between our canadian client and the top management in my account which make me in charge of cascading any new update to the whole floor and sometimes delivering training sessions if needed. Last but not least, I am the ACM delegate in case of absence or during his weekends which make me a decision maker sometimes, running meetings, and investigating any sudden issues on his behalf to avoid any loss.
Education
BA in English Language
Ain Shams University (ASU)Jan 2004 - Jan 2008 - 4 yr
Achievements
Having around 10 years experience in customer service industry is not the clue but seeking perfection through out the career journey will be the motive to have the passion and the willingness to create, innovate, and produce. Considering my style of management as people oriented makes investing in agents and employees for the business sake the vision that can make the possible and fight for the impossible.
Skills
Languages
English
FluentArabic
Fluent
Training & Certifications
Communication Skills
Zedny·2005ICDL
Aptech·2001