Weaam Katton

Operations DirectorFull Time

• Job Details:- Responsible for a full range of activities which ensure the operational effectiveness and excellence of the business unit. - Design and document work flow and make appropriate recommendations that will positively impact operational effectiveness. - Track and analyze business unit trends and make appropriate recommendations that will positively impact the unit. - Lead a number of key projects for the business unit and the company. - Defines project scope and objectives. - Creates and maintains project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service life-cycle. - providing timely reporting of issues that impact project progress, c coordinating actions,And resolving conflicts. This includes documenting, prioritizing and tracking requests (Changes, enhancements, etc.) . - Conducts project meetings, - Meets with project team(s) regularly to review project deliverable and deadlines. - Meets with appropriate personnel for periodic reviews the final products. - Provides single point of contact for assigned projects. - Works with appropriate personnel to allocate personnel time to project tasks and to track progress of their work. - Assesses and prepares to address the operational impacts, workflow, training, etc. issues of a project. - Assists Business Unit Leader in developing tactical and strategic product, services and/or programs to support the business unit’s goals (financial, quality, production, customer service, operational efficiency, market share, etc.). - Reviews, analyzes, and creates detailed documentation of business systems and user needs, including workflow, program functions, and steps required to develop or modify computer programs. - Develops effective reporting tools for the business unit. - Analyzes the business unit’s activities and trends and com pares analyses against the service standards and best practices. Presents findings and works with the Business Unit Leader and other personnel to identify and implement strategies that will address tactical and strategic goals. - Prepares routine reports (financial, quality, production, customer service, operational Efficiency, market share, etc.). - Analyzes trends and recommends adjustments address and /or capitalize on trends. - Defines, develops and implements quality assurance practices and procedures, end user test plans and other assessments. -Works with IT to conduct testing to meet project timelines -Communicating courteously with customers by telephone, email, letter and face to face. - Investigating and solving customers' problems, which may be complex or longstanding problems that have been passed on by customer service assistants. - Keeping accurate records of discussions or correspondence with customers. - Writing reports analyzing the performance of the customer service agents & sales agents. - Writing reports analyzing the ads on weekly, monthly basis. - Developing customer service procedures, policies and standards of the company to ensure customer satisfaction. - Creating a strong loyalty program for the customers. - Meeting with other managers to discuss possible improvements to customer service. - Being involved in customer service staff recruitment and appraisals. - Training staff to deliver a high standard of customer service. - Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses. - Dealing with other related departments "Sales, Marketing" to follow up and update information to maintain provide top level of services. - Provide regular reports to support and update the management. - To supervise, train, coach, motivate and develop on job training to the customer service team to ensure that best practice is maintained at all times. - Monitor & track all responses to promotional campaigns, analyzing to help marketing department assessing use of the marketing mix to generate maximum response and revenue. - Provide regular reports to the Marketing Department. - Supervise & direct the customer service team to insure that they applying the company quality system procedures as documented. - Maintains call distribution system to ensure automatically distribute calls uniformly among customer service representatives. - Manage and direct all aspects of incoming call center operations. - Implements and reviews call center policies and procedures. - Develops and monitors quotas for service volume and timeliness. - Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events. - Monitors productivity of customer service representatives and generate reports. - Motivate call center agents team to achieve high performance.

Office ManagerFull Time

• Job Details:Responsible for the ongoing administration & support of the full secretarial work. • Provide top-level of services to the Company heads (Chairman-Managing Director – sales & Marketing Director as well as Brokerage area) • Attending and arranging the meetings, extending invitations, taking minutes. • Dealing With Post and Emails. • Dealing With clients Queries & Complaints on Telephone, By Email and In Person. • Communicate with the company departments heads & supervisors and provide information • Writing Reports on the company performance, and comparing it with the same period in the previous years. • Booking, canceling and changing flight tickets.

Office ManagerFull Time

• Job Details:Organize and supervise all of administrative activities that facilitate the smooth running of an office. • Attending and arranging for the board & Senior Partners meetings, extending invitations, taking minutes. • Arranging Travel, Meetings and Appointments. • Ordering Stationery. • Dealing With Post and Emails. • Writing Reports. • Controlling Office Budget. • Dealing With Queries & Complaints on Telephone, By Email and In Person. • Discussing Problems with Staff.