Sally Naji Badr

Maternity leaveFull Time

Acting as Assistant Call Center ManagerFull Time

• Job Details:* Managing, supervising, and coordinating the activities of call center professionals in providing Technical support services. * Liaising with supervisors, clients, and operatives to collect the information and resolving issues. * Planning and supervising changes and managing the daily operations of call center. * Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance. * Setting up and meeting performance goals and targets for speed, efficiency, and quality. * Maintaining current knowledge of industry new developments, productions, and involvement in network communication. * Recording statistics, performance levels and user rates of the call center and preparing the reports. * Planning and developing employee recruitment, including posting vacancies and liaising with other departments for proceedings. * Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes. * Forecasting and analyzing information against budget statistics on a weekly and monthly basis. * Reviewing the staff's performance, determining training needs and sessions. Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes. * Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes. * Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team. * Promoting a culture that encourages and ensures the staff satisfaction. * Organizing and attending meetings with management and clients. * Handling conference call with the clients for any updates or discuss targets. * Create and monitor P/L report daily/weekly and monthly.

Asus Technical Support SupervisorFull Time

• Job Details:• Managing a Team of 11 Contact Center representative. • Monitoring performance of Contact Center's agents. • Maintain and enhance the team's standards of customer service and technical skills. • Developing my team to a strong customer operations team through developing their skills, quality and performance by setting action plans and performance targets • Providing Contact Center agents by support and information they may need in their work. • Handling hard calls where client needs someone who has more authorities & experience to help him solving his critical problem. • Conducting monthly one on one meeting to review the performance and to set action planes. • Developing the team’s performance through quality forms and conducting feedback and coaching sessions to provide regular performance appraisal. • Escalating & routing and managing cases and communication between my department and other departments • Presenting a periodic report about my team to Contact Center Manager. • Escalating any critical issue or agents requests to Contact Canter Manager. • Designing monthly shifts schedule for Contact Center's agents. • Interviewing and testing new candidates. • Designing and suggesting training programs for Contact Center's agents. • Forecasting and Data Analysis against budget figures on a weekly and/or monthly basis. • Maintaining up-to-date knowledge of industry developments and involvement in networks. Courses: o Analytical Thinking. o Quarterly Management. o Succeed with your team. o Profit & Loss. o Crises Management. o Inbound Supervision. o Excel.