Waleed Hafez

Centro Global Solutions

• Operations SupervisorFull Time

  Feb 2020 - Present -5 yrs, 4 months

  Egypt , Cairo

  • Job Details:Demonstrated expertise in successfully orchestrating the initiation of new accounts by strategically overseeing the recruitment and onboarding of essential human resources. Skillfully collaborated with system developers to design and implement customized CRM solutions tailored to specific operational needs. Proficient in developing comprehensive training manuals and Standard Operating Procedures (SOPs) to ensure seamless integration of new staff members. Proven ability to effectively communicate with diverse vendors to secure necessary resources and maintain optimal functionality of systems and platforms throughout the account launch process - Led overseas and local +100 call center agents with 4 team leaders consistently achieving performance targets. - Strategic Planning: Develop and implement strategies aligning with organizational goals. - Operational Oversight: Monitor daily operations to meet service level agreements and key performance indicators. - Resource Management: Optimize staffing, training, and scheduling for efficient support. - Performance Management: Set goals, track metrics, and drive continuous improvement. - Budgeting and Technology: Manage budgets, forecast needs, and optimize call center technologies. - Compliance and Quality Assurance: Ensure regulatory compliance and maintain service quality. - Customer Experience: Enhance customer experience through feedback mechanisms and process improvements. - Teams Leadership: Provide guidance, mentorship, and foster a positive work environment. - Collaboration: Work with internal stakeholders to ensure seamless operations and alignment with organizational objectives.
• Service Delivery Team LeaderFull Time

  Apr 2015 - Jan 2020 -4 yrs, 9 months

  Egypt , Cairo

  • Job Details:- Supervising a team of agents: Oversee call center agents handling patient inquiries, and other healthcare-related calls. - Training and development: Provide ongoing training Marketing and Sales Teams in upselling medical equipment to ensure agents are knowledgeable about healthcare processes, privacy policies (e.g., HIPAA), and customer service best practices. - Managing daily operations: Ensure that all daily operations run smoothly, with proper staffing, adherence to schedules, and efficient call handling. - Motivating staff: Keep the team motivated, ensuring high morale and productivity in a high-pressure environment. - Workforce management: Schedule shifts, manage breaks, and monitor attendance to ensure adequate staffing levels at all times. - Process improvement: Identify inefficiencies and implement operational improvements to increase productivity and reduce wait times for patients. - Monitoring performance: Regularly review call recordings, evaluate performance metrics (e.g., call resolution, response time), and provide feedback to agents to ensure quality service. - Customer satisfaction: Implement strategies to improve patient satisfaction, including following up on patients concerns and ensuring proper resolution. - Handling escalations: Serve as the point of contact for resolving complex patient issues or concerns that frontline agents cannot resolve. - Reporting: Compile daily, weekly, or monthly reports on team performance, patient satisfaction, call volumes, and other KPIs for upper management. - Analyzing data: Use call center data to identify trends, forecast future needs, and make informed decisions to optimize operations. - Coordination with healthcare providers: Work closely with healthcare professionals and departments to streamline the patient care process.