Taher Salama

Customer Experience ManagerFull Time

CRM Supervisor - Call Center ManagerFull Time

• Job Details:- Monitor call center, Performance, KPIs, Reports…etc. - Supervise day-to-day operations of the call center. - Reporting daily & monthly call center reports and performance. - Monitoring Voice, Non-voice transactions, Social Media (Email – Chat), ensuring achieving the desired service level and quality. - Educating, and coaching the team regarding processes, practices, and performance. - Handle Campaigns by creating scripts, communications, and reports. - Handle inbound and outbound surveys with recommendations. - Cooperate and help with app notifications. - Modify & enhance CRM processes, procedures and keep updating and enhancing the CRM ticketing system. - Improve the quality of service, Customer Loyalty, and customer satisfaction. - Investigating, solving, and finalizing any escalated case either with the customers or with the internal departments. - Cooperate with the products and communications department with initiating and testing any new product or service, API testing, and during the Product's Lifecycle. - Discuss the improvement points and the received suggestions with the stakeholders. - Dealing cross-functionally with, Products, Technical operation, Sales, Business Development, Finance ...etc. for daily, Monthly Issues, transactions, escalated cases, Monthly meetings, and during system migration. - Cooperate and guide in designing of new system’s features and assigned privileges. - Manage Testing and Training of the new system. - Helping with new system issues and sharing the solutions with the company’s departments.

Senior Quality and Training Specialist.Full Time

• Job Details:- Monitoring call center calls and transactions. - Coaching and creating action plans. - Provide training and daily briefing for new updates. - Handle escalated calls, Transactions. - Handle back-office tickets. - Supporting daily operation actions.