Mahmoud Hafez

Regional Head of Customer CareFull Time

• Job Details:Managing team of 1,000+ FTEs Managed P&L for a full line of business, 6 functions (Customer Care, MIS, Quality, Training, Workforce, IT) with Customer experience End-To-End managed across 6 countries, Team include: Outbound, Inbound, Chat, Social Media, Email, Back-office), With remote teams across multiple locations. Team hierarchy include: Customer Care advisors, senior advisors, Team managers, Assistant operation managers, and operation managers with function managers leading our growing team!

Assistant Contact Center ManagerFull Time

• Job Details:Analyzes the performance of the supervisors and team on an intraday/daily/weekly and monthly basis to maximize business performance. Reviews financial data on Gross Margin/Operational Margin for team (at Supervisor level) on an hourly/daily/weekly/monthly basis and takes action as required. Hold Educational Learning Plans (ELP’s) with the Supervisors according to the TOPS framework. Follows-up with supervisors after a prescribed period of time to identify if performance has improved. Ensure that all global initiatives are applied in line with company standards. Attends conference calls with clients to discuss project specific issues, areas of opportunity and best practice as required. Signs all payroll related issues created by Supervisor for approval including but not limited to exception hours, overtime, vacation leaves, sick leaves and attendance. Issues Incident Reports, disciplinary actions and/or human resources related documents. Coordinates directly with other managers to formulate specific action plans on a case to case basis.

Senior Operations Supervisor Full Time

• Job Details:Manages and develops a team of assigned advisors to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education. Review team and advisor performance and quality metrics on a regular basis within shift to ensure that all operational metrics are met