Waleed Alaa eldien Mohamed

Team leaderFull Time

• Job Details: Prepare a schedule for all TE team leaders for the CMS & Briefing tasks on rotation basis for the current week. Deliver in the briefing the info and any new updates receiving from the client and informing the agents about the account metrics. (CMS TL) is responsible to organize the day plan for the whole shift according to the shift managing. (CMS TL) responsibilities : Any kind of transfer between the queues during the shift. The justifications for any unavailable agent. Any shortage in any task during the day. According to Queue requirements the CMS can decide to ask from all the TE team leaders to login on 111 Queue in case of having high Queue or spike time or to change the plan according to his vision about the shift. The overnight CMS TE team leader has to update the white board available in the floor with the required as following Service level of the day before & MTD. Abandonment rate percentage of the day before & MTD. Total received calls of the day before & MTD. AHT for the day before & MTD. Fatal & Non-fatal accuracy MTD. C-sat & D-sat for the day before & MTD. Monitor our CSR even side by side or remote. The team leader might need his/her member for positive or negative coaching session, in this case the TE team leader is to document the session in the one to one form. The team leader should conduct at least one monthly meeting with all his/her team to discuss team performance and operational issues. Floor Team leader duties : Responsible for the floor discipline. TE Floor Team leader will be responsible to have the agents seated. TE Floor Team leader will be responsible to answer any of the agents question. (Jan 2010 - April 2011) Team Leader temp. task (Mobinil Project ) - Xceed Contact Center (COPC Certified) At Smart Village. Duties and responsibilities: Responsible for good team spirit and results . Observing and managing Agents to ensure excellent delivery for the service to reach customer satisfaction. Maintain targets and required deadlines. Focus on measuring end user experience and reflecting it back to the agents. Review different types of call scenarios and call flows. Implementing new processes within the team following team member performance level and time management Calibration between the team leaders and the monitoring coordinators (R&R calibration) Incorporate lessons learned through team's interaction. Providing the agents with constructive feedback regarding their performance. Resolves agents’ performance issues. Enhance positive competition in the agents. Create an evaluation standard document that provides a detailed description of each evaluation criterion. Apply weighting and scoring schemes to emphasize agent skills and knowledge that are most important. Assist in enhancing the team spirit. (September: 2007- Jan 2010) Outbound Agent (Telecom-Egypt Account) Xceed Contact Center (COPC Certified) At Smart Village. Duties and responsibilities: Serves customers by selling products; meeting customer needs. Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses. Achieve the Survey successful leads target objectives set by the team leader. Recommends changes in products, service, and policy by evaluating results and competitive developments. (November 2004 – August 2007) Inbound Agent ( Telecom-Egypt Account ) Xceed Contact Center (COPC Certified) At Smart Village. Duties and responsibilities: Handling Customer inquiries Deliver info to our customers with high quality and low AHT Ensure the maximum satisfaction to our customers Achieving our KPIs metrics (April 2004 – October 2004) Inbound Agent (Vodafone Account) Raya Contact Center. Duties and responsibilities: Reselling team 10 days. Activation team for 2 month CSR 888 4 month