Nermine Zahran

Commercial Operations Governance ManagerFull Time

• Job Details:• Leading the Weekly/Bi-Weekly and Monthly Commercial Forums to ensure management visibility on all operational issues • Meet all management ad-hoc requirements within acceptable timelines. • Ensure operational excellence & abidance to existing SLA’s within the different commercial streams such as dials’ early disconnections actions and following up on its implementation with the Segment, supply chain and different IT teams while ensuring that SLA is properly abided to. • Ensure proper managing of all raised key operational activities within commercial, supervising their planning, implementation phases, while trying to squeeze our TTM & launching bug free products. • Working on identifying the operational gaps & issues & setting constructive plans to resolve them & ensure smooth work flow when needed • Ensure team immediate reporting of issues & incident reports & ensure all critical issues are raised within proper escalation forums • Managing the dials’ assets and resources in cooperation with the Supply Chain team in order to ensure ongoing dials’ availability and meet the Marketing targets in terms of acquisition • Channel Fill analysis in trade to ensure maximum operation optimization • Handling the Commercial raffles’ business with average yearly amounts of 15 million EGP • Ensure synchronization across team members. • Enhance individual performance & boost potential calibers across all layers. • Rotation of tasks & responsibilities to improve team skills. • Make sure the teams are fully aligned with the company directions as well as the departmental directions from the other commercial planning departments. • Directly managing commercial consultants & vendors • Ensuring that consultant’s scope of work is being accomplished • Handling consultant’s payment cycle with Commercial and Finance teams • The only authorized Commercial SPOC for properly allocating the committee members for all new RFPs

Directory Assistance “7070” & Corporate Call Centre ManagerFull Time

• Job Details:• Managing a team consisting of 75 call centre agents and 7 Sr. Supervisors • Provide a clear framework for performance and quality assurance tracking of contractual KPIs with outsourced partner operations • Lead and conduct formal review sessions against current and future performance planning • Provide benchmark reporting for all performance, customer satisfaction and quality targets • Identify service quality improvement opportunities and propose actions, and then following through with the implementation on agreed initiatives • Ensure policies and procedures are adhered to, including compliance to Customer Care specific policies and procedures, financial policies and procedures, etc. • Ensure security requirements and audits are conducted with outsourced operations as required by customer care guidelines • Take responsibility for daily operations performance and change management reviews as required • To continually develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes necessary to carry out the role and to achieve accreditation in relevant business skills • To take ownership of own continuous performance improvement plan and personal development, ensuring regular reviews with team performance manager are carried out • Work with peer managers and outsource vendors to deliver on three critical daily activities: planning for the day (volume forecasting, staff scheduling) and managing the day (making real-time staffing/queue adjustments) • Work closely with operations teams to prioritize, focus and execute against goals • Document and analyze processes, customer contact flow, and work flow in order to assist in the development plans, efficient, and customer focused processes • Work with peer managers to manage the real-time placement of staff and flow of work throughout the day to account for variations in forecasted vs. actual staffing situations • Ensure that all internal and external resources are in compliance with outsourcing agreements • Develop and implement formal feedback loops between outsourcing vendors and operation • Develop standard service levels, metrics, and reporting that are in line with Customer care strategy • Ensure that all SLAs are consistently met with outsourcing vendors • Work with outsourcing vendor and support function to continually increase customer satisfaction • Coordinate resources and track quality result, training and customer satisfaction trend • Oversee outsourcing spending and per unit cost objectives • Identify initiatives to reduce cost, increase productivity and increase utilization • Work with peer managers and outsourcing vendors to manage performance on all programs to meet and exceed company expectations • Work with peer managers to leverage best practices and understand new trends • Rapidly and effectively adapt to highly dynamic and aggressive work environment • Participate in special projects as needed and perform other duties as assigned • Notify senior management of any issues that may negatively impact the call center, customer satisfaction or its operations • Ensure that consistent measurements are in place to track/monitor operations and cost effectiveness • Engage consistently with all Consumer Support departments in an effort to stay on top of changing needs and priorities

Account Management Senior SupervisorFull Time

• Job Details:• Conducts and analyze the performance appraisals of the team members (three months’ probation period appraisal, & annual performance appraisal) with clear explanation & fair implementation to ensure consistency among different teams. • Identifying training needs and planning training sessions. • Handle effectively difficult customers by providing guidance, alternatives, empowerment and solutions within the agreed on SLA in order to ensure the highest customer satisfaction level. • Provide the manager with relevant feedback on problem incidence including immediate alerting in case of serious issues. • Handle the complex customer complaints or inquiries. • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. • Monitor random calls to improve quality, minimize errors and track operative performance. • Produce quantitative and qualitative reports on operation KPIs and related data with relative recommendations and analysis to improve operation.