Basic Info

Khaled Shaaban EL Emam

12 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Internal Auditor at Teleperformance Egypt

Experience Details

Internal Auditor

Operations/Management, Customer Service/Support, Project/Program Management

Manager

• Auditing & Guiding a Number of projects within the contact center for the TOPS & COPC certification preparation including the below Projects.
1- Expedia.CA & Expedia OPM including ( Service & Sales & T2 )
2- Wind Canada for L1 , L2 & collections
3- Western Union US & Canada
4- Samsung Egypt Support Team
• Support the Operation in KPIs improvement plan either for the action plans set and its efficiency & the Supers & ACMs follow up on its implementation and its outcome.
• Support Operations on making sure all other support functions is helping & to have a smooth day over day operations starting from Recruitment, Personal, WF, etc.
• Following up on all Action plans set for all LOBs for each account and making sure that CCMs are on top of it having their ACMs follow up on all action plans set and the supervisor’s implementation on their Agents.
• Auditing the day to day operations with on floor check on Agents delivered feedback & supervisors presence.
• Provide immediate feedback, addressing the issues of implementing the process & action plan agreed on to the Sups, ACMs & CCMs.
• Answer questions, clarifies doubts and provides personalized retraining if needed.
• Shares the information from our observation with all management and operational staff in the country and the local TOPS / BEST champions as necessary.
• Identify common opportunity areas.
• Prepare monthly audit reports per program / site / country.
• Participate to regional calibration to insure consistency.
• Participating to a kick off meeting
• Participating to the creation of the action plan based on gap analysis.
• Following up the execution of the action plan.
• Participating in the final site assessment.

All the above accounts are TOPS & BEST QA certified for 2 years in a raw and currently working on the COPC preparation for them.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Jul 2012 to present (5 years)
Owner For EverMark for import and Export at EverMark for import and Export

Experience Details

Owner For EverMark for import and Export

Operations/Management, Project/Program Management, Sales/Retail

Senior Management (e.g. VP, CEO)

Dealing with customers requests with their international needs for their goods from outside Egypt & handling all the authority documents through the team.


Company Details

EverMark for import and Export

Cairo, Egypt

1-10 employees

Consumer Services

N/A

Apr 2013 to present (4 years 3 months)
Assistant Contact Center Manager * Sales Expedia Canada * at Teleperformance Egypt

Experience Details

Assistant Contact Center Manager * Sales Expedia Canada *

Customer Service/Support

Manager

• Drive campaign profitability through dynamic process management, enhanced resource utilization, ensure the operational financial goals for the campaign are met on a month by month basis and contribute to the overall financial objectives of the company & Managing a Team of + 140 Agents & 9 Supervisors
• Manage cost base and Maximize revenue opportunities where possible.
• Ensure individuals meet their performance targets so that campaigns KPIs are met.
• Manage call quality, staffing levels and workflow to ensure maximum productivity, call and data handling efficiency.
• Liaise with all departments to ensure KPI/SLAs are achieved.
• Identify and implement improvement actions to maximize outputs of team
• Ensure Team Leaders adhere to TOPS standards (Teleperformance Operational Processes and Standards).
• Coach Supervisors in the skills and behaviors required to enable them to be more effective and to support their development
• Give regular, consistent and appropriate feedback that supports the development of Supervisors and enables them to be more effective.
• Monitor call statistics and act upon outcomes
• Monitoring and following up the performance of the managed Supervisors and managing them to achieve the targets demanded by the client according to Teleperformance managing model.
• Managing the relationship 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 clients’ processes.
• Following up on all supervisors day to day operations and checking on agents deliveries.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Jan 2012 to Jul 2012 (6 months)
Contact center Supervisor * Sales for Expedia Canada * at Teleperformance Egypt

Experience Details

Contact center Supervisor * Sales for Expedia Canada *

Customer Service/Support, Sales/Retail

Experienced (Non-Manager)

• Develop mentor and manage a team of (15-20) Contact Center Representatives.
• Coach, monitor and provide feedback to agents on a regular basis to improve performance.
• Motivate staff to achieve all assigned targets and goals.
• Improve performance by setting action plans and setting expectations to the team through the metrics.
• Manage through TOPS to maintain KPIs Improvement
• Communicate management information and updates on policies and/or procedures to the operations team.
• Ensure statistical information is produced, collected and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements.
• Build a solid customer service & Sales team that exceeds goals and expectations.
• Supervise the workload of the team, allocating team members to optimize service provision and support across the hours of the operation of the team.
• Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients.
• Supervise the team in accordance with the company policies and procedures.
• Resolve interpersonal issues within the team and escalate if required & give direct feedback to the Assistant Contact Center Manager regarding these issues.
• Report to senior management on Sales Achievements.
• Ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards & Conversion to maximize customer satisfaction.
• Ensure all policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Feb 2010 to Dec 2011 (1 year 10 months)
Senior Customer Service Representative at Vodafone International Services (New Zealand) postpaid at Vodafone International services

Experience Details

Senior Customer Service Representative at Vodafone International Services (New Zealand) postpaid

Customer Service/Support

Entry Level

N/A


Company Details

Vodafone International services (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jul 2007 to Feb 2010 (2 years 7 months)
Technical Customer Service Representative for Xbox Account (Xceed Contact Center) at Xceed

Experience Details

Technical Customer Service Representative for Xbox Account (Xceed Contact Center)

Customer Service/Support

Entry Level

N/A


Company Details

Xceed

Cairo, Egypt

501-1000 employees

Telecommunications

N/A

Jul 2006 to Jun 2007 (11 months)
Team Leader for Sales at Ameco Tech (NOS Communication) for Accounts (011 Communication / Quantum at NOS Ameco Tech

Experience Details

Team Leader for Sales at Ameco Tech (NOS Communication) for Accounts (011 Communication / Quantum

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

NOS Ameco Tech

Cairo, Egypt

501-1000 employees

Telecommunications

N/A

Apr 2003 to Aug 2006 (3 years 4 months)

Education

Business Adminstration in Accounting

Education Details

Business Adminstration

Accounting, Buisness

Banha University, Egypt

C / Good / 65 - 75%

N/A

N/A

Banha University
2000 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

patrical college school

Egypt

2000

A / Excellent / 85 -100%

N/A

patrical college school
2000

Certifications

Tico
Apr 2010

Certificate details

Tico

Apr 2010

N/A

N/A

N/A

N/A

TOPS & Best QA
Sep 2014

Certificate details

TOPS & Best QA

Sep 2014

N/A

N/A

N/A

Teleperformance Group

Internal certification for COPC preparation per account and per site ( TP Egypt site was audited and certified for ( 2014 & re-certified 2015 ) accounts under my umbrella ( Expedia , Wind , WU )

Training and Courses

PMP at Riti
Jun 2015

Training/Course Details

PMP

Jun 2015

Riti

Taking the course but didn't go through Exam ...

TOPS & BEST QA at Teleperformance
Aug 2012

Training/Course Details

TOPS & BEST QA

Aug 2012

Teleperformance

Internal training for Operations and Quality team management, Preparation for COPC certificates and audit

Inbound supervision & people & KPIs Managment at Teleperformance Egypt
Apr 2010

Training/Course Details

Inbound supervision & people & KPIs Managment

Apr 2010

Teleperformance Egypt

People and KPI Management training & attrition risk management

Root cause Analysis at Teleperformance Egypt
Aug 2012

Training/Course Details

Root cause Analysis

Aug 2012

Teleperformance Egypt

N/A

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Last update 1 days ago.

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Profile Skills and Keywords

AccountingAnalyticalAssistant Contact Center Manager * Sales Expedia Canada *AuditBuisnessBusiness DevelopmentBusiness-orientedClient ManagmentConsumer ServicesContact Center Supervisor * Sales For Expedia Canada *Customer ServiceDay To Day Operations HeatEnglishInbound Supervision & People & KPIs ManagmentInternal AuditorLeaderManagementMicrosoft ExcelNew ExperiencesOffshoringOutsourcingOwner For EverMark For Import And ExportPMPPresenterProblem SolverProgram ManagementProjectRetailRisk With LimitsRoot Cause AnalysisSalesSenior Customer Service Representative At Vodafone International Services (New Zealand) PostpaidSupportTOPS & Best QATeam Leader For Sales At Ameco Tech (NOS Communication) For Accounts (011 Communication / QuantumTechnical Customer Service Representative For Xbox Account (Xceed Contact Center)TelecommunicationsTeleperformance EgyptTicoVodafone International Services

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

3-5 years

Fields of Expertise

client managment

client managment

: Expert

: Extreme - I love it!

:

3-5 years

Customer service

Customer service

: Expert

: Extreme - I love it!

:

5-7 years

Sales

Sales

: Expert

: Extreme - I love it!

:

3-5 years

Audit

Audit

: Expert

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Leader, Business-oriented, Presenter, Problem Solver

Online Presence

Profilehttps://eg.linkedin.com/in/khaled-shaaban-22974767https://www.facebook.com/khaled.wesley

Enjoys a challenge and commitment

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