Experience

• 

  Duravit

  • Cairo, Egypt

  • Call Center manager

    • Dec 2010 - Present
    • Cairo, Egypt

    • Managing a team of 15 call center representatives directly and directing their activities for the achievement of call center targets and goals.• Managing the overall performance analysis of existing lists and programs.• Developing and supervising a team of representatives and preparing their performance reports.• Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.• Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes.• Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.• Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team• Scheduling and monitoring call center breaks and daily team rotations• Direct and main contact between IT departments and Customer Care department• Managing the link between customers and on road 35 technicians all over Cairo• Managing the usage of the Customers Data Base and all branches all over Egypt

• 

  Vodafone international account (Australia)

  • Technical Support Advisor /Acting Supervisor / Real Time Manager

    • Nov 2008 - Dec 2010

    • Handling Mobile Networks technical issues • Part of the VAS/TECH/PPC technical team• Managing the floor and the call Flow• Changing skills for agents to maintain SL • Handling real time reports (SL reports , Revenue reports , .. etc)• Maintain the SL for different Queues • Handling all kinds of escalations between VF EG and VF AU• 1st line direct contact between EG Call Center and AU

• 

  Berlitz Training / Language Center

  • English Instructor

    • Jan 2008 - Oct 2008

    Accomplished 960 Units of English teaching (levels from TB -4 )

• 

  InTouch

  • Call Center

    • 1996 - 2001