Tarek Zakaria Ahmed

Customer Experience ManagerFull Time

• Job Details:Job duties and responsibilities. •Provide leadership, development and coaching the supervisors and contact-center team. supporting team to ensure getting better performance. •Working with HR and Recruitment to hire the contact-center agents in the available vacancies. •Ensure change the contact-center policy, process and procedure based on customer experience and customers' feedback that received through the variety channels. •Report to the management customers feedback to be discussed with other departments to change/add policy to ensure better customer experience and to avoid expected complaints. •Carry out regular one to one’s, developing a culture where training and development are part of the team, identifying actions and working with the supervisors to ensure the skills and knowledge are developed effectively to the contact-center team. •Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience. •Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets. •Set and create teams' KPIs and supervisors' KPIs and change it if needed to achieve the department mission and vision. •Handle the official complaints sent by Authority of Civil Aviation inside and outside Egypt as per Local and International Regulation. •Handle the legal claims for Compensation in coordination with the legal team. •Monthly meeting with the contact center team and supervisors to review team common errors and last updates and make sure the contact-center team are on right track. •MBR “monthly business review” with the contact-center supervisors reviewing team performance and the action plan needed with the staff. •Creating reports to get MAX benefits from data base.

Customer experience supervisorFull Time

• Job Details: customer experience supervisor at Nile Air .

Contact Center Team LeaderFull Time

• Job Details:My team member was almost thirty agents, I was responsible for their quality, attendance, and their KPIs.