Amr Onsy

Call Center ConsultantFreelance / Project

• Job Details:Set the Business model, Operational Plan, Operational organizational chart, KPIs, as well as the coordination with all supporting functions (Quality/ HR/ Training) for AZR call center that provides customer service & technical support for Libyana’s customers.

Customer Service ManagerFull Time

• Job Details:Scope: Leading both, the Office Based team, & the Club based teams, and in charge as well of the Call Center, responsible for setting the Vision, Mission, & Strategy of the department. Ensures that the department’s KPIs are met, identifies, Points of strength, weakness, opportunities, & threats to make sure the department adds value & competitive advantage to the Enterprise at an efficient cost. Job Description: • Develops strategies, policies, & approaches for both the C.C & C.S departments to ensure optimal performance, result, & revenue. • Running cost efficient operations, and providing cost/ benefit analysis to the Top management. • Manages operations through performance metrics that identifies deviation from target and ensure that corrective action is taken. • Follow up on the operational plans set by the Section Head. • Assumes direct responsibility for the C.C & C.S departments. • Provides leadership towards the department & ensures the vision is clear to everyone and everyone is working to achieve it. • Performing capacity planning for the 2 departments. • Interviewing & hiring staff. • Responsible for developing supervisory staff through training, on-job training, & coaching. • Appraising performance of the Section Head, Business Analyst, & Senior In-Office Officer. • Ensures budget goals are achieved. • Comparing strategy’s objectives achievement to reality and work on closing the gaps. • Sets objectives for the staff. • Provides accurate monthly reports to top management.

Call Center Operations ConsultantFreelance / Project

• Job Details:Bringing the operations of several projects up to COPC standards & revamping the projects KPIs, the projects included: • Vodafone Poaching (Telesales) • Vodafone VIS (CATI) • BAT (CATI) • Several Inbound projects