Tareq Lotfy

Xceed

• Contact Center Supervisor - Air Cairo AccountFull Time

  Nov 2023 - Present -1 yr, 7 months

  Egypt , Cairo

  • Job Details:Manage daily operations to ensure smooth and efficient performance across teams. ➢ Manage real-time performance to meet and exceed operational service quality targets. ➢ Provide on-the-floor support to staff and operations teams for resolving customer inquiries swiftly and effectively. ➢ Monitor team performance and ensure consistent achievement of service quality targets. ➢ Collaborate with training teams to address skill gaps and lead ongoing coaching and development initiatives. ➢ Ensure team readiness by facilitating skill-building workshops and knowledge sharing initiatives. ➢ Act as the point of contact for escalated issues, ensuring swift and professional resolutions. ➢ Optimize customer satisfaction through proactive issue resolution and seamless coordination with internal and vendor teams. ➢ Motivate and engage team members by fostering a positive work environment and recognizing achievements. ➢ Analyze performance data to identify areas for improvement and implement process enhancements. ➢ Work closely with cross-functional teams to align operational goals and improve customer service initiatives. ➢ Optimize real-time customer experiences by ensuring prompt handling of issues and escalations. ➢ Collaborate with vendor teams to ensure seamless coordination and operational efficiency. ➢ Lead initiatives to improve quality standards with a focus on metrics critical to customer satisfaction and operational excellence.
• Contact Center Team Leader - Talabat AccountFull Time

  Oct 2020 - Oct 2023 -3 yrs

  Egypt , Cairo

  • Job Details:Responsible for maintaining providing best services within agreed SLA for Dispatchers, Real-time management for inflow chats in Queue in parallel with OB Calls made for our Dispatchers, Restaurants and Customers. Responsible for driving performance and maintain KPIs for a team of 20-25 employees for 6 Metrics including Quality, Resolution Time, First Response, SKV, Active Time and Attendance. Working on SL% on daily basis and handling peak times. Auditing outlier’s performance and analyzing numbers to get to the root cause of their performance. Bottom quartiles action plan strategy and implementation and following up on performance improvement trends. One on one meeting and setting step goals for all team members and specially outliers and to follow up on daily and weekly basis. Conducts team meetings to update members on best practices and continuing expectations. Following up on escalations that we handle with different departments and making sure of the positive customer experience. Prepare daily, weekly and monthly performance reports for review and to complete necessary administrative tasks. Monitor, evaluate and report on business trends to be able to plan and implement staffing schedules based on business demands and customer volumes. Assist with coaching / training of the Contact Centre Agents to ensure that they achieve or exceed company expectations for quality, sales and service by providing regular, constructive feedback and guidance to develop employees to their full potential. Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines. Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Sutherland

• Team ManagerFull Time

  Jan 2016 - Mar 2020 -4 yrs, 2 months

  Egypt , Alexandria

  • Job Details:Responsible for driving performance and maintain KPIs for a team of 20-25 employees for 8 Metrics including TNPS, AHT, Attendance, Adherence, Quality, FCR, Utilization, Sales and scheduling. Working on SL% on daily basis and handling peak times. Auditing outlier’s performance and analyzing numbers to get to the root cause of their performance. Bottom quartiles action plan strategy and implementation and following up on performance improvement trends. One on one meeting and setting step goals for all team members and specially outliers and to follow up on daily and weekly basis. Conducts team meetings to update members on best practices and continuing expectations. Following up on escalations that we handle with different departments and making sure of the positive customer experience. Prepare daily, weekly and monthly performance reports for review and to complete necessary administrative tasks. Monitor, evaluate and report on business trends to be able to plan and implement staffing schedules based on business demands and customer volumes. Assist with coaching / training of the Contact Centre Agents to ensure that they achieve or exceed company expectations for quality, sales and service by providing regular, constructive feedback and guidance to develop employees to their full potential. Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines. Support WFM in Scheduling and organizing shift patterns for other team members to ensure that customers are never left unattended to. Driving sales, revenue performance over DU Account in two sites (India & Egypt) by putting action plan for each site & team and ensure implementation by following up with all team managers and account managers and report weekly & monthly detailed performance review to the client. Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Subject Matter ExpertFull Time

  Oct 2015 - Dec 2015 -2 months

  Egypt , Alexandria

  • Job Details:Supporting all the staff in any inquiries and handling customer’s escalations by email and over the phone. Participate in staff development. Assess and provide recommendations on (Hold times, Talk times, Agent productivity, customer satisfaction and quality). Define the knowledge, skills and abilities required for practitioners to perform given responsibilities as requested. Coach, monitor side by side or remote and deliver feedback. Explain/document the processes required for practitioners to perform given responsibilities Suggest exercises and/or case studies to reinforce learning. Add richness to the content by offering first-hand field knowledge (case studies, best practices, provide “tips and/or tricks”) that can be shared with others to improve knowledge exchange and transfer. Consult on issues that occur during reviews.  Support in training and refreshment sessions if needed.