Experience

OutHyre

• Egypt
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Head of Contact Center

  • Jul 2022 - Present

  - Manage the contact center full inclusive operations of high potential clients in the local market. - Manage the related support functioning departments for contact center to achieve the agreed objectives. - Set the strategy for the development of the contact center, staying abreast of new practices and technologies. - Manage the contact center full inclusive operations of high potential clients in the local market. - Manage the related support functioning departments for contact center to achieve the agreed objectives. - Set the strategy for the development of the contact center, staying abreast of new practices and technologies.



Aramex

• United Arab Emirates
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Consumer Manager

  • Jan 2022 - Jun 2022

  - Handle cash clients' requirements, and troubleshoots.- Manage the call center department including inbound and outbound teams.- Set goals to meet the needs of each team member as well as monitor the progress.

• Contact Center Manager

  • Jan 2020 - Dec 2021

  - Coach, train and develop the contact center team members to ensure high level of hard and soft skills.- Manage the quality members and team leaders for inbound and outbound contact center.- Communicate directly with the global service operations management to determine requirements, objectives and service levels.

• Contact Center Supervisor

  • Oct 2017 - Dec 2019

  - Schedule the team’s shifts & breaks to ensure the best utilization of resources.- Forecast the resources required to ensure the right capacity according to service levels standards.- Assess the contact center team member performance through audits to develop their weak areas.

• Contact Center Team Leader

  • Apr 2014 - Sep 2017

  - Monitor and manage call queues and service levels.- Monitor daily and real time performance to maintain service level standards and ensure quick response to service failure.- Monitor random calls to improve quality, minimize errors and track operative performance.

• Senior Contact Center Agent

  • Jan 2013 - Mar 2014

  - Handling daily call reports for the assigned agents.- Ensuring the structured procedures are correctly applied.- Assisting the agents with the shipping escalations.

• Contact Center Agent

  • Mar 2010 - Dec 2012

  - Receiving phone calls for customers' inquiries.- Handling customers' shipping issues they may encounter. - Communicating with the Operations department to ensure the service is being properly delivered.