islam Mohamed Abdel-Aziz

Teleperformance - Egypt

• Assistant Contact Center ManagerFull Time

  Apr 2021 - Present -4 yrs, 3 months

  Egypt , Cairo

  • Job Details:Reservations & Ticketing Assistant contact center manger - Monitoring and following up the performance of the managed supervisors and managing them to achieve the target demanded by the clients according to Teleperformance managing model. - Managing the relationships with the clients of the projects handled. - Preparing periodic and daily financial and non-financial reports requested by Teleperformance & clients e.g. (MIS & P&L reports). - Forecasting and planning the monthly plan for the managed projects, including month's suspected revenue, Facilities and resources for achieving such targeted revenue. - train the supervisors for the new KPIs and client processes. - Creating the following on monthly basis: 1. KPIs performance trend with milestones achieved to be reviewed by client. 2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin. 3. Quality monitoring Sheets according to the global Teleperformance standards. 4. Create performance sheets for Supervisors & Agents for performance enhancing. - Working on applying TOPS Rules & Principles. - Managing the performance outliers with the supervisors and the agents according to COPC. - Managing the Weekly and monthly meetings with Teleperformance supportive functions according to COPS standards for better operations managing.
• Integrity & Escalation SupervisorFull Time

  Jan 2020 - Apr 2021 -1 yr, 3 months

  Egypt , Cairo

  • Job Details:• Managing a team of 15 integrity officers & 7 Escalation officers • Responsible for saving and reducing the payouts. • Responsible for auditing each transaction done by our center. • Sending daily, weekly & monthly performance review to the team. • Reporting the escalation rate and root causes. • Reporting weekly and monthly payouts amounts. • Creating proper action plans for our agents based on the analysis and the root causes to deliver best customer service experience and reduce the number of errors. • Responsible for the daily refund and reporting files done on daily bases. • Monitoring and coaching the escalation desk team to ensure that they provide best solutions to our passengers.
• Ticketing SupervisorFull Time

  Oct 2018 - Jan 2020 -1 yr, 3 months

  Egypt , Cairo

  • Job Details:• Handle team of 20 agents. • Monitoring and coaching the agents to ensure the best quality providing to our customers. • Educate the agents the best sales techniques to increase the number of sales. • Delivering the daily and Monthly performance to the team. • Educating the agents of their KPIs. • Supporting the team to achieve their numbers.
• Escalation SpecialistFull Time

  Dec 2017 - Oct 2018 -10 months

  Egypt , Cairo

  • Job Details:• Handel all airlines’ bookings using the GDS (Saber & Amadeus) • Handel customer’s complaints and concerns. • Deal with all vendors by getting a very good compensation in case of poor service provided to our customers. • Handel all airlines schedule changes. • Working offline for saving payouts
• Travel Consultant - Fluent English SpeakersFull Time

  Jun 2017 - Dec 2017 -6 months

  Egypt , Cairo

  • Job Details:- Handel all customer’s concerns (Booking, change, cancel and refund on airline tickets) - Helping customers by creating hotels, Car rental & activities reservations. • Educate customers about the fare rules of their air fare tickets