khaled hamdy

Senior Team LeaderFull Time

• Job Details:- Driving internal and external KPIs achievement for a business unit of ( 70 - 100 ) Employees of ( CSRs - Subject Matter Experts - Team Leaders ) - Continuous processes assessing and process improvement contribution - Ensuring a consistent delivery of client requirements - Communicating on a senior management level

Senior team leader ( Acting as Operations Manager)Full Time

• Job Details:-Experience in employees performance management, high profile stakeholders and client handling at VF,seeds and DW -a track record of Analytical perception of business cases and challenges -Deep awareness of market trends, patterns, and customer behaviors -experience and achievements of meeting annual KPIs for workload and type in an OPS manager title - experience of implementing Six Sigma approach to enhance and develop processes and productivity -Senior management level communication experience

Contact Center SupervisorFull Time

• Job Details:Leading an operations team of 15-20 members; managing all administrative issues, including leave, attendance, transportation and salary, Identifying quality and knowledge gaps and delivering one-on-one coaching sessions as well as group training through daily briefings, and bi-weekly team meetings. Providing quality evaluation for the team’s answered calls, according to COPC standards • Develop team members through Weekly coaching, the provision of on target feedback, counselling and recognition. • Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets. • Facilitate performance reviews using the “Performance Dialogue” Framework for team members. • Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers. • Ensure efficient and effective dissemination and communication of information to team members • Ensure the delivery of the customer experience to customers in accordance with current Client standards through monthly coaching sessions. Analyzing data, writing reports, and recording performance measures, Structuring training programs, creating and delivering course material, hand-outs, and PowerPoint presentations • Be a point of escalation in the handling of customer queries and complaints to the point of resolution • Maintain an up to date personal and team knowledge of the client products and services. • Be responsible for the real-time activity and agent productivity within the Contact Centre. • Participate in the preparation and implementation of operational plans • Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups and stakeholders to develop workable solutions that impact on both customer and employee satisfaction. • Undertake project-based work as directed by management.