Omar Alaa Ouf
Operations Service Supervisor at Axa Onehealth
Cairo, EgyptWork Experience
Operations Service SupervisorFull Time
Apr 2024 - Present -1 yr, 2 months
Egypt
- Job Details:Work closely with the Chief Operating Officer to oversee and improve internal operations. Provide strategic recommendations to drive team development and optimise organisational structure for greater efficiency. Lead the Process Improvement Committee in developing and implementing new operational procedures. Analyse monthly and yearly reports, identifying opportunities for operational improvements. Conduct interviews and screen candidates for positions in both medical centre and operational roles. Oversee training initiatives for frontline staff to ensure ongoing service enhancement. Manage workforce planning and staffing strategies for efficient team deployment. Boost customer satisfaction by regularly reviewing and improving operational processes. Support operational performance planning, ensuring alignment with the company's healthcare objectives.
Operations Service SpecialistFull Time
Apr 2022 - Mar 2024 -1 yr, 11 months
- Job Details:Coordinated cross-functional activities between operations, supply chain, finance, HR, sales, marketing, client services, and medical teams to maximise efficiency. Worked with the IT team to resolve technical issues and create tools that improved internal processes and customer satisfaction. Ensured swift resolution of complaints, maintaining high service standards. Assisted in creating and maintaining clear training materials and onboarding processes for new employees. Delivered updates to frontliners through instruction manuals and briefing sessions to ensure consistent communication. Managed staff scheduling for medical centres, ensuring efficient coverage throughout the day. Organised and facilitated weekly team meetings to discuss progress, updates, and challenges. Promoted interdepartmental collaboration to achieve productivity goals and improve operational workflows. Contributed to continuous improvement by offering feedback and insights based on operational experience. Enhanced operational efficiency by implementing best practices and optimising resource utilisation
Call Center Team LeaderFull Time
AXA OneHealth
Feb 2021 - Mar 2022 -1 yr, 1 month
Egypt , Cairo
- Job Details:Generated reports and analysed data to support management decisions, focusing on agent KPIs and call performance metrics. Managed agents' shifts and breaks based on call patterns to optimise daily performance and meet service level agreements (SLA) and reduce abandoned call rates. Created comprehensive training materials to onboard and equip new agents effectively. Ensured agents adhered to call centre rules, standards, and policies. Monitored team performance, addressing issues and providing coaching to improve productivity. Managed escalations and resolved complaints, ensuring customer satisfaction. Collaborated with other departments to identify and resolve operational challenges. Promoted a team-focused environment by keeping agents informed and updated on relevant information. Implemented best practices to enhance operational efficiency and productivity. Contributed to continuous improvement initiatives within call centre operations.
Education
Bachelor's Degree in Business Administration
Delta University for Science and Technology (PUA)Jan 2015 - Jan 2019 - 4 yr
Activities
Member of the Organizing Comittee at Are You Creative Team
Student Activity
Jan 2017 - Sep 2017 -8 months
Team Leader at AIESEC
Student Activity
Jan 2016 - Sep 2016 -8 months
Skills
Languages
English
FluentArabic
Fluent
Training & Certifications
Lean 6 Sigma Green Belt Training
Arab Academy for Science and Technology·2023