Israa Helaly

Teleperformance - Egypt

• Assistant Contact Center ManagerFull Time

  Jan 2022 - Present -3 yrs, 6 months

  Egypt , Cairo

  • Job Details:Managed book of business to maintain positive relationships and make effective financial or client-related decisions. Facilitated client satisfaction and renewed customer relations to drive growth. Conducted performance reviews for staff members to reduce errors and improve customer satisfaction ratings. Implemented innovative programs to increase employee loyally and reduce turnover. Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches. Trained and guided team members to maintain high productivity and performance metrics. Raised property accuracy and accountability by creating new automated tracking method. Used critical thinking to break down problems, evaluate solutions and make decisions. Identified issues, analysed information and provided solutions to problems. Created WKAPs for operations and support functions to follow and drive performance. Drove operational improvements which resulted in savings and improved profit margins.
• Operation SupervisorFull Time

  May 2019 - Present -6 yrs, 2 months

  Egypt , Cairo

  • Job Details:Key Responsibilities and Accountabilities: . Daily supervision and promoting the development of advisors including 80% of their time monitoring and coaching . Handle staff escalations . Identify staff training and development . Monitor and measure advisor level performance . provide regular coaching, along with formal and informal performance feedback. . Hold regular staff meeting . Promote positive employee behaviors by leading by example . Meet defined, and overall performance goals . Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired financial goals . Working with a POC to identify opportunities and generate action plans . Hold meetings and conduct performance review . Communicate and resolve issues that affect the performance criteria
• Technical supportFull Time

  Dec 2016 - May 2019 -2 yrs, 5 months

  Egypt , Cairo

  • Job Details:Technical support for one of the leading companies in the Smart phones, Electronics, and Entertainment industry. Providing full Software troubleshooting and assistance.
• Customer ServiceFull Time

  Mar 2016 - Nov 2016 -8 months

  Egypt , Cairo

  • Job Details:Customer service for one of the largest food/snacks companies globally