HA

Heba Ali

Operations Team Leader at Webhelp/Concentrix

Cairo

Work Experience

  • Operations Team Leader

    Webhelp/Concentrix

    Sep 2022 - Present -2 yrs, 11 months

    • Job Details:Managed daily operations to ensure optimal performance and timely task completion. Served as a key liaison between management and staff, facilitating clear communication and addressing concerns. Analyzed call center metrics and performance data to identify trends and implement process improvements.

  • Operations Supervisor

    Teleperformance

    Sep 2018 - Aug 2022 -3 yrs, 11 months

    • Job Details:Implemented customer feedback mechanisms to drive service improvements. Optimized call routing strategies to improve efficiency and reduce wait times. Developed and maintained standard operating procedures (SOPs) for call center operations. Utilized call center software and reporting tools, including Salesforce Service Cloud and Genesys.

    • Skills

    Languages

    • Arabic

      Fluent

    • English

      Fluent

    • French

      Fluent
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