Victor Raafat

Raya Customer Experience

• Contact Center ManagerFull Time

  Aug 2022 - Sep 2024 -2 yrs, 1 month

  • Job Details:• Defines and develops operating approaches to ensure call center standards and requirements are met. • Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the root cause analysis approach. • Ensures that end user privacy policy is properly and consistently implemented. • Provides Leadership to a large and diverse staff and ensures that everyone works towards unified vision. • Ensures that department financial objectives are met and maintained through: o Preparing an annual budget plan. o scheduling expenditures. o Estimating requirements to increase the Gross Profit. o Plan actions and managing the revenues and COGs. o Proper control of equipment and personnel costs. o Maintaining existing accounts revenue levels, initiating corrective actions, and avoiding the penalties. • Maintains monthly operation reports reflecting all indication figures across all projects and presents to management. • Ensures that manpower succession plans are in place and implemented effectively. • Ensure the invoice generation, validating all terms, following up with the client on the cycle till receiving the confirmation on the invoice and its certification. • Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences. • Maintain and improves call center operations by: o Monitoring system performance, identifying and resolving challenges. o Preparing and completing action plans. o Completing system audits and analyses. o Managing system and process improvement and quality assurance programs. • Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the Performance results (PST) expectations. • Oversee all the activities of own team to ensure high performance levels and efficient implementation. • Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. • Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.
• Service Delivery Manager OperationsFull Time

  Jan 2018 - Jul 2022 -4 yrs, 6 months

  Egypt , Cairo

  • Job Details:• Monitor and analyses operational activities and help improve efficiencies and resolve operations issues. • Design the new processes for new programs implementations • Supervises and directs the Operations • Sets the weights for Team members monthly objectives • Appraises the Team members on annual basis • Ensures that corrective actions are taken in the process of monitoring and coaching • Ensures that Team members adhere to monitoring schedule, as communicated by the WF unit, and makes sure that the members adhere to the schedules • Communicates with Call Center clients concerning the business / operational results • Conducts regular meetings with client to present and review business results. The MOM of those meetings is to be documented with the specific actions required, the owners of those actions and the due dates of delivery. • Applies operational, qualitative and business analysis of project operational processes. • Updating service manual for assigned project constantly • Conducts process improvement opportunity analysis on all assigned projects in order to maximize efficiencies in service delivery and provide value added • Conduct a quarter review with the client to align the strategy of the client with the offerings of RCC • Translate the yearly clients’ feedback to actions aiming at improving the level of satisfaction of the client • Arrange for hiring calibration between the client and HR • Maintains table “F” of the project, ensures that the set targets are met and performs the CUIKA exercise • Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark • Carries the responsibility of achieving targets communicated by the Operations Manager. • Maintains the COGs % of the project as agreed with the Sales account Manager • Analyses monthly the project’s cost/call and the rev/call to ensure GP % are met • Meets the financial objectives by ensuring that the contribution margin has the allocated costs within budgeted tolerances. • Analyses cost of Absenteeism on monthly basis and takes action as needed • Acts as focal point with the supporting functions for project related issues (including verification of monthly invoice) • Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month • Meets one-to-one with all relevant Team members to communicate feedback from monthly performance assessment • Holds meetings with Team members to review operational results and to discuss improvement steps • Ensures enforcement of the End-User Privacy Policies • Ensures that all team members adhere to code of conduct and takes disciplinary action where necessary • Perform on floor audits to ensure consistency in delivering the service to the end user • Follow the implementation approach for any new scope or change of scope • Keeping a track sheet for all process change forms to track clients’ requirements and change requests • Performs other related duties