Omar Hazem Osman

SupervisorFull Time

• Job Details:Lead, supervise and develop a team of 10 to 15 contact center agents in order to meet the required level of service and contact center key performance indicators. Co-ordinate with the internal support functions and business units for all complains received through the contact center to ensure customer complaints are resolved according to service level. • Own advanced technical queries and major complaints achieving over 95% Customer satisfaction rate. • Develop, implement and monitor operational plan for staffing levels and shift patterns to deliver quality service. • Monitor service centers across Middle East to ensure adherence to processes and guidelines. • Supervise outliers team, deliver group training and conduct one on one coaching sessions, create action plans to improve performance to meet required service levels and quality standards. • Lead of transition team (new comers), manage team performance and identify areas of development, deliver training sessions to fill knowledge gaps to ensure a smooth transition from training to operations. Achievements: • Increased retention rates of outliers from 60% to 80%. • Created an interaction flow that was not only used by outliers team but implemented across the whole technical support contact center and increased customer satisfaction for the department by 10% to over achieve target (85%) for 3 consecutive yearly quarters. • Developed a strategy for transition teams that increased customer satisfaction rates of transition teams by 30%, by dividing the team in to mini teams and assign mentors to shadow with new advisers 4 hours weekly, create competitions between mini teams and daily trivia questions to fill knowledge gaps and recognize top achievers.