Amr Mahgoub

Sr. Business AnalystFull Time

• Job Details:- MAINTAIN COPC STANDARDS AS ACCOUNT TABLE F OWNER (COPC REGISTERED CO-COORDINATOR CERTIFIED) o SETTING & SUSTAINING FINANCIAL AND NON-FINANCIAL TARGETS o PERIODICAL AUDIT CHECKPOINTS - MANAGES CLIENT INVOICING o INCLUDES SUSTAINING PROFITABILITY TO BOTH SIDES (CSP & VENDOR) - PROVIDE ALL FUNCTIONS WITH PERIODICAL ANALYSIS o WEEKLY/MONTHLY/QUARTERLY & SEMI-ANNUAL BUSINESS REVIEWS o RCA FOR NON-ACHIEVING METRICS/KPIS - MANAGES REPORTING TEAM TO MAINTAIN FLOW OF REPORTING o MANAGES 9 TEAM MEMBERS TO ENSURE PERIODICAL REPORTING TO BOTH INTERNAL & EXTERNAL CLIENTS

Contact Center SupervisorFull Time

• Job Details:- ENSURE THE QUALITY OF SERVICE TO MEET THE HIGHEST STANDARDS, AND ENSURE TELEPRFORMCAE CLIENTS SATISFACTION. - ACT AS A SELF STARTER AND AN ACTION TALKER TO ACHIEVE PROJECT GOALS. - UTILIZE TOOLS, RESOURCES, AND INFORMATION TO CSR TEAM TO PERFORM EFFECTIVELY. - IMPROVE AND ENHANCE COMMUNICATION CHANNELS WITHIN THE TEAM TO ENSURE ADEQUATE UPDATE OF INFORMATION AND DATA. - ASSURE CUSTOMER SATISFACTION AND DELIVER REQUIRED INFORMATION AND ESCALATIONS TO HIGHER MANAGEMENT LEVELS. - MONITOR ACHIEVEMENT KPIS OF THE TEAM AND ESCALATE WHEN NEEDED. - COACH AND PROVIDE RELEVANT FEEDBACK ON TEAM PERFORMANCE PROGRESS AND ENSURE TEAM SATISFACTION AND DEVELOPMENT. - MONITOR CALL VOLUME AND TAKE APPROPRIATE ACTION TO ENHANCE SERVICE LEVEL. - PERFORM FLOOR ASSIST, BRIEFING, SHIFT HANDOVER AND OTHER DUTIES BY THE CALL CENTER MANAGEMENT. - LOGIN TO QUEUE WHEN NECESSARY TO SAVE SERVICE LEVEL WHEN SPIKES. - RESPOND TO CUSTOMER QUESTIONS, COMPLAINTS AND SUGGESTIONS WHEN ESCALATION IS REQUIRED. - CONDUCT TEAM MEETINGS AND ONE TO ONE SESSIONS ON A REGULAR BASIS (DAILY/WEEKLY/MONTHLY) - GENERATE ANY REPORTS TO CLIENTS WHEN NEEDED. - MANAGE THE REAL TIME PERFORMANCE. ADDITIONAL TASKS: - FOCAL POINT BETWEEN THE OPERATIONS AND THE HR DEPARTMENT FOR ADMIN/SALARY RELATED ISSUES. - CREATING ANALYTICAL REPORTS FOR THE OPERATIONS (OPERATION DAILY/WEEKLY/MONTHLY RESULTS AND KPIS CALCULATIONS)

Technical Support ProfessionalFull Time

• Job Details:- BACK OFFICE TECHNICAL SUPPORT FOR AN EXTERNAL STORAGE DEVICES MANUFACTURER UNDER A TICKETING SYSTEM.