Wael Mohamed Naguib Badawe

Call Center ManagerFull Time

• Job Details:As the Call Center Manager at GCS Company, I lead the day-to-day operations of a fast-paced customer service team. I ensure smooth and professional communication with clients across multiple platforms including phone, WhatsApp, Facebook, and Instagram. I supervise a team of call center supervisors and agents, monitor their performance, provide continuous coaching, and maintain high levels of customer satisfaction. Supervising and supporting the call center team to uphold high service standards. Monitoring KPIs and implementing strategies to enhance productivity and reduce response time. Developing workflows and processes to handle inquiries, complaints, and follow-ups efficiently. Coordinating with other departments to resolve customer issues and improve service quality. Analyzing customer interactions and feedback to identify trends and areas for improvement. Managing team schedules, shift planning, and preparing regular performance reports. Ensuring accurate documentation of customer interactions using Excel, with plans to implement a CRM system. Leading initiatives to boost customer engagement and retention through effective communication.

Call Center SupervisorFull Time

• Job Details:Call Center Team Leader.