EHAB ANWER ELHAYANI

Call Center ManagerFull Time

• Job Details:Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Establishing technical specifications, and production, productivity, quality, and customer-service standards. Contributing information and analysis to organizational strategic plans and reviews. Develops call center systems by developing customer interaction and voice response systems, and voice networks. Developing and executing user acceptance test plans Planning and controlling implementations. Maintains and improves call center operations by monitoring system performance. Managing system and process improvement and quality assurance programs. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; Planning and reviewing compensation actions. Meets call center financial objectives by annual budget. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Corporate Account ManagerFull Time

• Job Details: Acting as the primary point of contact with our SDSL sales team & SDSL accounts.  Handle the day-to-day interactions and solving any problem related to any SDSL account.  Implement high quality standards of Customer Service for the SDSL accounts in order to exceed their expectations and to assure their satisfaction.  Own and manage the customer relationship through managing the customer complaint and retain them in an efficient and timely manner.  Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.  Addressing ongoing customer complaints concerning billing or service rendered and works on complaints of service failures with designated departments.

Acting as Call Center Supervisor (Technical Support)Full Time

• Job Details: Contribute to maintaining Call Center’s targeted quality of service level.  Line manage a team of Customer Service Representatives and ensure their performance adherence to quality standards.  Monitor and evaluate Customer Service Representatives’ performance through qualitative techniques.  Produce and submit periodic performance reports to Call Center management suggesting areas of development and enhancement.  Train and coach Customer Service Representatives to guarantee sustainability of quality service.  Conduct monthly sessions to ensure performance feedback delivery to Customer Service Representatives.  Deliver solutions, support and guidance for Customer Service Representatives’ inquiries.