Khaled Mansour

Call Center supervisorFull Time

• Job Details:Key Responsibilities • Cooperate with Huawei Service center and offline team to enhance NSS-D scores • Supervising a team of 5 Team Leaders and 60 agents. • Works with team leaders to provide a work environment and culture that promotes customer service, staff development and achievement • Manage the operational activities of the contact center including quality service, workflow, work force optimization, and cost management

Call center Team ManagerFull Time

• Job Details:Managing a team of 20 agents to achieve kpis Ensuring the team is coached and well oriented to achieve kpis

Call Center team managerFull Time

• Job Details:Responsibilities: • Handling Sony Europe Escalations assigned from UK customer relations office and Sony Headquarters. • Analysis for goodwill drivers and finding ways to reduce cost (Shishutsu Expert). • Managing Sony contractual requirements on the level of service level and Quality enhancement. • Managing Tier 2 teams dealing with Managing Directors escalations. • Launching UK CIC Email support operations in Cairo in cooperation with Sony UK. • Manage the performance of the team, developing and coaching team members when they are carrying out their normal duties • Manage the performance of the TEAM by recognising and rewarding the contribution of team members in a timely manner so they are motivated and encouraged towards continual excellent quality customer experience • Deal with underperformance cases in a professional, consistent and timely manner, seeking advice as necessary. • Conduct regular 1:1 daily checkpoints and weekly feedback sessions. • Facilitate open discussions with all team members, providing them with feedback on their performance, coaching them on how to improve and agreeing and monitoring development plans. • Manage the workloads of the team, motivating them to ensure that all KPI’s are met. • Manage client relationships where applicable • Management of day to day activities in the call center with your peers and OMD team • Ensure that contracted service levels for the support are consistently delivered across all lines of business. Quality • Monitor and feedback on all transactions (calls;emails;faxes,data entry; case logs) as applicable to current and future business needs • To provide individual coaching & training to team members where appropriate. • To assist with process & product training on the account. • Reach targets in respect of quality • Foster a culture of continuous improvement in the account and overall operation.