Omar Mohamed Rady

Teleperformance - Egypt

• Assistant call center managerFull Time

  Nov 2012 - Feb 2013 -3 months

  Egypt , Cairo

  • Job Details:o Evaluate agents’ performance daily/weekly/monthly-over-month by completing the appropriated reports. o Eestablish employee goals, review team and agents progress and conduct employee performance reviews. o Address performance problems through corrective action. o Schedule and lead team staff meetings and functions. o Coordinate with Human Resources for appropriate staffing levels. o Initiate and monitor staff scheduling including: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations. o Suggest and inform the Management on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call centre processes. o support, reinforce and monitor company policies, procedures, and values o To maintain confidentiality.
• Senior operations supervisorFull Time

  Mar 2010 - Oct 2012 -2 yrs, 7 months

  Egypt , Cairo

  • Job Details: L2 senior supervisor : - Real time management. - Client relationship - Delivering orientation sessions - Achieving targets through team work. - Handling (technical support, social media, back office, and teir 2 escalations team)
• Travel consultantFull Time

  Mar 2010 - Sep 2010 -6 months

  Egypt , Cairo

  • Job Details:- Customer support representative (Handling lodging and travelling iteneraries for customers)