Basic Info

Mahmoud Bahgaat

12 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Call Center Supervisor at Andalusia Al-Maadi Hospital

Experience Details

Call Center Supervisor

Medical/Healthcare

Experienced (Non-Manager)

Reporting to Regional Call Center Manager.
Responsible for forming and building a call center & telesales.
Setting call center improvements Plan & needs.
Manage a project of setting & applying medical, intraday & call center operating applications.
Preparing knowledge reference, processes, KPIs, Quality form & score card
Supervise the call center through 2 team leaders by delivering the strategic vision and by using helicopter view.
Responsible for Team training & planning
Observe leaders & agents attitude , productivity and KPI's to match Andalusia group culture needs
Handling escalated calls as a third line support to reach customer satisfaction
Check & view daily, weekly & monthly performance report for every agent ( number of calls, abandoned calls, bookings…etc)
Close monitoring the team and eliminate all kinds of abuse
Lead the team to achieve monthly volume of sales and number of calls.
Prepare detailed , analyzed daily, weekly & monthly reports
Follow the telesales team performance on daily, weekly & monthly basis.


Company Details

Andalusia Al-Maadi Hospital

Cairo, Egypt

More than 1000 employees

Healthcare and Medical Services

www.andalusia-almaadi.net

Sep 2014 to present (2 years 3 months)
Tealesales Team Leader at Al-Moasher (Mooga.Com)

Experience Details

Tealesales Team Leader

Sales/Retail

Experienced (Non-Manager)

 Reporting to sales director.
 Responsible for forming and building a telesales team.
 Responsible for Team training & planning.
 Responsible for setting processes, quality system & KPIs.
 Lead the team to achieve monthly volume of sales and number of calls.
 Follow the team performance on daily, weekly & monthly basis.


Company Details

Al-Moasher (Mooga.Com)

Cairo, Egypt

51-100 employees

Marketing and Advertising

N/A

May 2014 to Aug 2014 (3 months)
Customer Service Team Leader at Al-Moasher (Kheprat)

Experience Details

Customer Service Team Leader

Customer Service/Support

Experienced (Non-Manager)

 Lead a team work in order to serve Saudi customers to trade in Saudi stock market
 Lead the team to achieve monthly renewal target.
 Lead the team to deliver world class customer service
 Responsible for handling team and improvement agents' performance
 Observe agents attitude , productivity and KPI's to match business needs
 Handling complaints from internal & external customers
 Prepare accurate daily, weekly & monthly performance report for every agent (Talk Time, Quality , Follow up, Adherence )
 Close monitoring the team and eliminate all kinds of abuse
 Develop the team by delegating tasks and cascading below training topics
 Soft skills
 Inbound & outbound skills
 Complaint handling
 Delegation & escalation process


Company Details

Al-Moasher (Kheprat)

cairoo, Egypt

51-100 employees

Financial Services

N/A

Feb 2014 to Apr 2014 (2 months)
Retail Store Manager at Tawassol (Vodafone Project)

Experience Details

Retail Store Manager

Sales/Retail

Manager

 Sales and “bottom-line” profits of the store.
 Train, evaluate and counsel store employees. Schedule, organize and direct assignments.
 Maintain, encourage and possess “ownership mentality”.
 Develop and implement employee performance evaluations and improvement plans.
 Provide a positive working environment and handle employee issues appropriately and in a timely manner.
 Resolve customer problems or complaints by determining optimal solutions.
 Utilize labor management tools, including effective scheduling, to maximize productivity, profitability and margins.
 Encourage store employees to take ownership for their performance and career development plans; follow up on a regular basis.
 Provide exceptional customer service and ensure the employees also provide the same level of service.
 Communicate, execute, and manage marketing and merchandising programs.
 Conduct regular store meetings.
 Ensure employee awareness of safety and emergency procedures.
 Maintain and utilize surveillance equipment.
 Maintain adequate store supplies.
 Manage store revenue, including cash handling, deposit reconciliation and Transfer to bank.
 Manage store inventory, including calculating warehouse stock on daily basis and manage products transfers, cash shortage & surplus
 Ensure all orders are properly documented and released for pick-up.
 Responsible for preparation of work schedules.


Company Details

Tawassol (Vodafone Project) (multinational)

Cairo, Egypt

101-500 employees

Retail

N/A

Jan 2013 to Dec 2013 (11 months)
Training Specialist at Contacts Plus

Experience Details

Training Specialist

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

 Deliver training programs for call center Agents about Inbound Skills, Outbound Skills, Loyalty & Retention, Complaint Handling and any topic Related to Call Centers & Customer service
 Deliver training programs to middle management regards to call center Topics such as leadership skills
 Deliver Soft skills training programs
 Deliver training programs regards to Marketing & Small Projects Management
 Prepare all training materials and toolkit


Company Details

Contacts Plus

Cairo - Maadi, Egypt

11-50 employees

Education, Human Resources

N/A

Feb 2011 to Aug 2012 (1 year 6 months)
Call Center Team Leader at ECCO (Vodafone Project)

Experience Details

Call Center Team Leader

Customer Service/Support

Experienced (Non-Manager)

 Responsible for handling team and improvement agents' quality
 Observe agents attitude , productivity and KPI's to match Vodafone culture Needs
 Handling escalated calls to reach customer satisfaction
 Prepare accurate daily performance report for every agent (AHT.NR,Hold, Adherence , conformance, tardiness…etc)
 Close monitoring the team and eliminate all kinds of abuse
 Updating the team members with their results and develop them
 Cascade training about new products and presentations
 Following the agents’ application problem
 Prepare monthly and semi monthly reports of my fellow team leaders
 Handling floor responsibilities and control the adherence and conformance
 Ensure full availability while handling the floor duties, in addition to proper Communication regarding SL


Company Details

ECCO (Vodafone Project)

Cairo, Egypt

More then 1000 employees

Outsourcing/Offshoring

N/A

Jun 2007 to Jan 2011 (3 years 7 months)

Achievements


Transmit the booking Office into a professional and modern call center with no clear Policies & procedures, call center system and qualified staff but by working on 3 sides
Staff
train the staff to sharpen their skills, change their beliefs
Technology
using manual tools to generate monthly reports which led to semi accurate results and use it as a base to develop the call center roles and functions

process
create full policies and procedures
develop and change work flow process
Apply specialization by dividing the call center into two sections (Inbound & Outbound)





- Manage the store with 1 sales rep only for 3 consecutive months with achieving 85% of monthly target


Co-founding the management training and selection of free Lance trainers
achieve


Manage two vital Projects
1- Apply new application
- Train 2 managers, 13 supervisor in one session 64 team leader in 2 sessions and 80 agents in 2 sessions within 2 days (10 training Hours)
- Manage app installation, access of all users and handle all technical problems in 3 days by delegation, Evaluation & follow up

2- manage a process enhancement by training 200 agents within 5 days (40 training hours)
- Upgrade Ranking of a new Team from rank 22 to rank 6 among Vodafone call center in one month


Education

BA in Commerce

Education Details

BA

Commerce

Ain Shams University, Egypt

Not specified

Accounting

N/A

Ain Shams University
1999 - 2004
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al-Qubba secondary school

Egypt

1999

C / Good / 65 - 75%

N/A

Al-Qubba secondary school
1999

Training and Courses

BBSA at FGF
Apr 2005

Training/Course Details

BBSA

Apr 2005

FGF

 Developed language and computer skills  Enhanced presentation and project development skills  Acquired basic business skills including: marketing, sales, banking Accounting, business correspondence and report writing

Training/Course Details

The Leadership Workshop

May 2009

8 Gates Education Center

= Define leadership and how it relates to a project environment = Explain the fundamental leadership responsibilities of the project manager = Explain why both managing and leading are required for effective leadership = Identify leadership competencies and how they relate to project managers

Training/Course Details

Train The Trainer

Jul 2007

Software Engineering Competence Center

= Presentation Skills = Listening Skills = listening skills

Training/Course Details

The Professional team Leader

Jan 2010

Vodafone Egypt

= A team Leader Responsibilities = Making Plans = Setting Goals = Leadership = The Situational Leadership Model = problem Employees & Trust = Team Development & Motivation = Feedback, Coaching, Delegflictation & Con

This profile is fresh!
Last update 3 days ago.

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Profile Skills and Keywords

BBSABusiness DevelopmentCall CenterCall Center BuildingCall Center SupervisorCall Center Team LeaderCommerceCommunicatorCreativityCustomer ServiceCustomer Service Team LeaderCustomer-orientedEducationEnglishFinancial ServicesFootballHealthcare And Medical ServicesHuman ResourcesMarketing And AdvertisingMedicalMicrosoft OfficeMotivationOffshoringOutsourcingPeople ManagementPresenterReadingRetailRetail Store ManagerSalesSoft SkillsSupportSupportiveTawassol (Vodafone Project)Tealesales Team LeaderTeam PlayerThe Leadership WorkshopThe Professional Team LeaderTime ManagementTrain The TrainerTrainingTraining SpecialistWatching Movies

Self-assesed Skills

Languages

English

English

: Advanced

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Call Center

Call Center

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

5-7 years

Customer Service

Customer Service

: Advanced

: Extreme - I love it!

:

5-7 years

Time Management

Time Management

: Advanced

: Extreme - I love it!

:

More than 7 years

Training

Training

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

call center

call center

: Expert

: Extreme - I love it!

:

More than 7 years

People Management

People Management

: Expert

: Extreme - I love it!

:

More than 7 years

Motivation

Motivation

: Expert

: Extreme - I love it!

:

More than 7 years

Training

Training

: Advanced

: Extreme - I love it!

:

1-3 years

Soft Skills

Soft Skills

: Advanced

: Extreme - I love it!

:

5-7 years

Call Center Building

Call Center Building

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Communicator, Presenter, Customer-oriented, Team Player, Supportive

Online Presence

Mahmoud SabryMahmoudsabry11@gmail.com

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