Mohamed Mahmoud Othman

Head Of Operations & Customer SuccessFull Time

• Job Details:-Randomly monitors and improves ordering, telephone handling and other procedures. -Makes sure all business plans and objectives are on the right track. -Administrates scheduling systems; communicating job expectations, plans, and monitors, appraises, and reviews job contributions -Gathers data and prepares annual operational situational analysis. -Approves staffing, including shift patterns and the number of staff required to meet demands. -Determines call center operational strategies by conducting needs assessments, performance reviews. -Plays an important role in enhancing the contact center operational work flow through developing the I.V.R systems, designing user interfaces and score cards. -Being full responsible for customer excellence matrixes including CSAT, NPS, Service Levels and Quality Assurance scores making sure all service levels are met in all channels. -Manages the daily running of the contact center, including sourcing equipment, effective resource planning and implementing contact center strategies and operations. -Evaluates queue performance with key metrics. -Investigates and solves customers' problems, those may be complex or long-standing problems those have been passed on by contact center staff. -Collects and analyzes contact center statistics such as sales rates, costs, customer service metrics etc. -Makes sure all business plans, objectives and SLA’s are on the right track and running effectively. -Makes important policy, planning, and strategy decisions. -Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. -Provides business strategy to compete in the market -Enforces when necessary the importance to employees of complying with the labor law. -Conducts investigations when necessary. -The ultimate maker in employees' termination. -Checks, validates and analyzes all cancelled reservations. -Plans and reviews compensation actions enforcing policies and procedures. -Investigates online transactions, highlighting fraud cases and respond to banks when needed. -Helps promote a company culture that encourages top performance and high morale. -Work with the board of directors to determine values and mission, and plans for short and long-term goals.

Operations ManagerFull Time

• Job Details:-Makes sure all business plans, objectives and SLA’s are on the right track and running effectively. -Makes important policy, planning, and strategy decisions. -Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. -Provides business strategy to compete in the market -Enforces when necessary the importance to employees of complying with the labor law. -Conducts investigations when necessary. -The ultimate maker in employees' termination. -Checks, validates and analyzes all cancelled reservations. -Plans and reviews compensation actions enforcing policies and procedures. -Investigates online transactions, highlighting fraud cases and respond to banks when needed. -Helps promote a company culture that encourages top performance and high morale. -Work with the board of directors to determine values and mission, and plans for short and long-term goal.

Head Of OperationsFull Time

• Job Details:-Ensures that the strategic and business objectives are put into practice. -Ensures that all staff are qualified enough to meet the business needs. -Improves the operational systems, processes and policies. -Deals with different service suppliers like hotelbeds, GTA, etc. -Develops and implements short, medium, and long-term operational plans. -Conducts weekly individual and team meetings with operation staff and managers to set goals and objectives, and review performance progress. -Actively manages daily operations' staff requests. -Follows up the day-to-day operations of world avenues operations' staff. -Follows up with accounting department regarding clients' pending requests. -Ensures that operations&; staff is incorporated well with all other departments like contracting, accounting, IT, etc. -Enhances operations' staff activities efficiency maintaining high level of customer satisfaction. -Translates the strategic goals into plans to achieve the required targeted growth in sales and profit. -Identifies and optimizes promotional opportunities. -Ensures financial targets and other agreed targets are met in all departments. -Investigates customers', partners’ and employees' satisfaction. -Manages all operations within Cairo including taking responsibilities for profit, revenue, cash, customer satisfaction and quality targets. -Approves annual budgets and produces a detailed annual business operating plans. -Delivers monthly, quarterly and annual targets for revenue, profits and cash. -Approves refunds and compensations matters. -Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients -Develops, implements and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance. -Insures compliance with regulatory agency guidelines and standards. -Manages the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations.