Mohamed Qenawy

Operations Manager

• Job Details:Manage, train, and motivate supervisors and agents; conduct performance reviews; use call recordings for feedback. Develop procedures, training, and QA processes; analyze KPIs (call time, FCR, CSAT); implement AI tools to improve efficiency (e.g., 35% reduced AHT). Ensure high-quality service in fluent Italian C1, handle escalations; integrate omnichannel support. Optimize staffing, schedules, and remote/hybrid operations; collaborate with IT for tech integration. Manage high call volumes during outages, with resource reallocation; improve FCR by up to 40% via training.

Senior Team Leader - Italian Call Center

• Job Details:Lead a team of 15+ Italian-speaking agents handling inbound/outbound customer support and sales across B2C and B2B channels. Achieved a 20% increase in team performance by implementing structured coaching, real-time feedback, and targeted training programs. Monitored and analyzed KPIs (AHT, FCR, CSAT, SLA) to ensure consistent service quality and team alignment with operational goals.

Team Leader

• Job Details:Supervised a team of 10 agents serving Italian customers for a major e-commerce client. Increased customer satisfaction (CSAT) scores from 82% to 91% over 12 months through focused quality assurance and soft-skills coaching. Managed escalations and provided resolution support for complex or sensitive customer issues.