islam ali ashour

Talabat

• Workforce AnalystFull Time

  Sep 2022 - Present -2 yrs, 10 months

  Egypt , Cairo

  • Job Details:❖ Executes plans and ensures effective implementation of schedules. ❖ Administers Call Center Agents’ scheduling. ❖ Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. ❖ Reconciles daily attendance with agent’s schedule and time in/out reporting in coordination with the Team leader. ❖ Create and deliver daily, weekly and monthly WFM reports. - Communicate changes to scheduling to ensure suitable daily resource coverage. ❖ Schedule measures for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. ❖ Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. ❖ Manage non-productive time request process, ensuring activities are planned without impacting SLAs - Perform any additional related tasks. ❖ Ability to facilitate daily operations updates. ❖ Maintain a running report of attendance records.
• Operation Support Unit- Escalation TeamFull Time

  Feb 2021 - Aug 2022 -1 yr, 6 months

  Egypt , Cairo

  • Job Details:❖ Handle all complaint cases received from different channels such as late, missing, wrong payment, refund, offers and canceled orders, agent’s demeanor (LOB centers) and technical issues. ❖ Handle all complaint cases related to vendors such as driver attitude, delay delivery, missing items and food quality. ❖ Register all complaints in the system and maintain accurate TAT based on SOP escalation business rules. ❖ Consistent complaint follow-up with customers to ensure full resolution of their cases. ❖ Communicate vigorously with different internal and external channels to ensure complete resolution (LOB centers/ vendors). ❖ Comply with Talabat’s standard guidelines and processes in relation to service recovery (compensation matrix and authority). ❖ Collect caller’s feedback and suggestion, forward it to direct team leader for future action.
• Account Advisor- chatagentFull Time

  Jan 2020 - Feb 2021 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:❖ Handle all incoming live chats such as late confirmation, missing items, wrong, payment, refund, modification, incomplete and canceled orders, agent’s demeanor (LOB centers), escalation, vouchers, offers and technical issues. ❖ Handle complaint cases related to vendors such as driver attitude, delay delivery, missing items and food quality. ❖ Register all complaints in the system and maintain accurate TAT based on SOP escalation business rules. ❖ Communicate vigorously with different internal and external channels to ensure complete order. ❖ Comply with Talabat’ s standard guidelines and processes in relation to service recovery (compensation matrix and authority) ❖ Collect customer’s feedback and suggestion, forward it to direct team leader for future action.