-Managing content, technical support and onboarding teams activities. -Managing clients relations in 16 countries. -Ensure that the industry standard with regard to technology and governmental Guidelines. -Constantly review the product range to ensure that all key quality standards are maintained. -Reporting clients issues, feedback to the engineering team across all countries. -Managing OPS team performance. - Recruit, train and support new OPS team… Show more -Managing content, technical support and onboarding teams activities. -Managing clients relations in 16 countries. -Ensure that the industry standard with regard to technology and governmental Guidelines. -Constantly review the product range to ensure that all key quality standards are maintained. -Reporting clients issues, feedback to the engineering team across all countries. -Managing OPS team performance. - Recruit, train and support new OPS team members-Improve regional processes, policies, and practices so as to achieve company’s goals -Work hand-in-hand with top management (serving as a link between them and the individual stores) in order to develop and implement new plans/ideas that will enhance the operations of the company at large Show less

- Responsible for conducting the TNA for many training programs for WFP. - Handling the technical and financial training proposals provided from WFP.- Preparing, conducting training programs at many provinces across Egypt.- Coordinating the training requirements and needs with WFP training team.

- Recruit, teach and on board new agents. - Answering representative’s questions, guiding them through difficult calls or issues- Assisting other management team members in identifying trends and establishing call center goals- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer… Show more - Recruit, teach and on board new agents. - Answering representative’s questions, guiding them through difficult calls or issues- Assisting other management team members in identifying trends and establishing call center goals- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction- Evaluate performance with key metrics- Follow up on branches’ targets and set goals and objectives to reach the desired revenue.- Lead the social media moderation team. Show less

- Recruit, teach and on board new trainers. - Identify training needs for the existing employees and new clients. - Plan and implement training programs.- Present and facilitate all the technical logistics and supply training requirements. - Track employee’s/ trainees success, progress and ROI periodically and report on them. - Communicate all training programs on a timely basis.- Deploying a wide variety of training methods. - Assess employees' skills, performance… Show more - Recruit, teach and on board new trainers. - Identify training needs for the existing employees and new clients. - Plan and implement training programs.- Present and facilitate all the technical logistics and supply training requirements. - Track employee’s/ trainees success, progress and ROI periodically and report on them. - Communicate all training programs on a timely basis.- Deploying a wide variety of training methods. - Assess employees' skills, performance and productivity to identify areas of improvement.- Apply e-learning programs.- Collaborated with company leaders and department managers to determine training needs. - Manage and archive quality documentation and participating in internal and external quality audits.- Assessing new employee skills and strengths to provide customized training. Show less

Quality: -Oversees call center quality assurance programs. -Establishes standards governing customer interactions, implements screening programs to monitor those interactions, and designs training programs that correct found issues. - Develops systematic approaches for assuring high quality services. -Understand customer needs and requirements to develop effective quality control processes. - Achieves quality assurance operational objectives by contributing information and… Show more Quality: -Oversees call center quality assurance programs. -Establishes standards governing customer interactions, implements screening programs to monitor those interactions, and designs training programs that correct found issues. - Develops systematic approaches for assuring high quality services. -Understand customer needs and requirements to develop effective quality control processes. - Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system.- Investigating customer complaints; collaborating with other members of management to develop new processes, auditing and training methods.- Governing a frequently based calibration sessions between the all of the call center stack holders to insure consistency on performance. - Pass COPC certification Audit.Training:- Support in providing training (orientation package, soft skills, sales skills,product Knowledge and technical training)- Evaluate the delivered training efficiency (training results, survey, etc…)- Manage trainers’ performance and responsibilities. - Review the MST on a regular basis.- Create and review the training curriculum.- Attend kick off meetings and deliver the requirements to trainers, or assign the trainer according to the project needs. - Follow up on the action plans conducted for classes that did not meet the quality bench mark, repeated failure process implementation.- Monitor and evaluate action plans related to training department complaints. -Provide and follow up on OPS and supporting functions training program. Show less

-Perform weekly & monthly quality evaluations for analysts & agents interactions with customers.-Measure results against the standards and provide developmental feedback. - Produce and maintain technical process documentation in support of account and agent activities. - Communicate with chairman on a regular basis regarding quality or process improvements. - Provide training & feedback to newly QA specialists' hires and support analysts. - Coach & develop supervisors in their… Show more -Perform weekly & monthly quality evaluations for analysts & agents interactions with customers.-Measure results against the standards and provide developmental feedback. - Produce and maintain technical process documentation in support of account and agent activities. - Communicate with chairman on a regular basis regarding quality or process improvements. - Provide training & feedback to newly QA specialists' hires and support analysts. - Coach & develop supervisors in their ability to manage and improve the quality of their analysis. - Conduct regular calibration sessions with the stakeholders to align a unified knowledge base. -Monitors Contact Center performance to assess effectiveness of quality and training programs as well as identify areas of improvement opportunity. - Manages the operation of the organization's quality management program to ensure proper quality assurance policies and procedures are met. Implement best practices for QA in the contact center.-Manages, develops, implements, and maintains departmental quality assurance activities. Direct the activities of staff in support of quality and high customer satisfaction.- Acts as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is met. Show less

- Conducting technical training for Etisalat Emirates 1st line technical team. - Regularly develop agent’s knowledge (refreshment sessions). - Assessing new trainees during/after their training. - Monitor/Report class performance within /after training class and document test scores keeping personal information and data confidential. - Respond to clients’ updates related to knowledge base (implementation and delivery) - Responsible for trainers’ OJT. - Achieve compliance… Show more - Conducting technical training for Etisalat Emirates 1st line technical team. - Regularly develop agent’s knowledge (refreshment sessions). - Assessing new trainees during/after their training. - Monitor/Report class performance within /after training class and document test scores keeping personal information and data confidential. - Respond to clients’ updates related to knowledge base (implementation and delivery) - Responsible for trainers’ OJT. - Achieve compliance in COPC audit, Manage the periodic verification for Key Customer Related jobs, as well as developing the testing and evaluation procedures. - Supporting trainees during certification process. - Design, Update training agenda /materials. - Co-ordinate with training coordinators for training preparations and logistics. - Align with training team/managers in setting up structured & measurable training objectives. - Assure consistency in the delivery to get the same outcomes of the training programs. - Perform individual/group coaching to insure consistency at service delivery.- Calibrating product knowledge with all concerned parties (internal and external). Show less

- Provide orientation package, customer service and technical training. - Responsible for training facilities, and reserving training rooms. - Regularly develop agent’s knowledge. - Assessing new trainees after their training. - Provide awareness and refreshment sessions to ECCO operations staff. - Respond to alerts and provide group and/or individual coaching. - Provide ECCO’s proven leadership programs. - Report class performance after training class and document… Show more - Provide orientation package, customer service and technical training. - Responsible for training facilities, and reserving training rooms. - Regularly develop agent’s knowledge. - Assessing new trainees after their training. - Provide awareness and refreshment sessions to ECCO operations staff. - Respond to alerts and provide group and/or individual coaching. - Provide ECCO’s proven leadership programs. - Report class performance after training class and document test scores and keep personal information and data confidential.- Create knowledge base for new accounts and updating the existing. - Respond to clients’ updates related to knowledge base (implementation and delivery) - Attend Kick-off meeting (project implementation meeting) and collect information needed. - Responsible for OJT. - Collect and manage the quality of new trainees. - Update and create the training materials, and apply new training methodologies.- Manage the periodic verification (annual and semi-annual) for Key Customer Related jobs, as well as developing the testing and evaluation procedures. - Achieve compliance in COPC audit - Follow Minimum Skills Table and review it regularly. - Frequently review and update knowledge in ECCO's virtual data room. - Conduct or receive training Interface with the internal and external clients on behalf of the organization. - Provide team leaders training programs. - Respond and resolve complaints related to training department (Complaint Management System). Show less

- Responsible for developing & improving business processes. - Creating & improving the scenarios/work flows. - Supporting training delivery/programs. - Monitoring & observing the accounts performance. - Analyzing the monitoring results, generating performance trend reports. - Conduct self/group coaching to insure consistency at service delivery. - Setting action plans to enhance the performance & maintain the standards (mainly for technical projects in addition to the… Show more - Responsible for developing & improving business processes. - Creating & improving the scenarios/work flows. - Supporting training delivery/programs. - Monitoring & observing the accounts performance. - Analyzing the monitoring results, generating performance trend reports. - Conduct self/group coaching to insure consistency at service delivery. - Setting action plans to enhance the performance & maintain the standards (mainly for technical projects in addition to the other projects in the call center). - Managing clients and customer’s satisfaction surveys. - Setting processes and measuring their effectiveness. - Managing internal audits and reviews. - Managing calibration sessions with all parties (internal and external). - Developing and modifying transaction monitoring tools and templates per client. Show less

- Working as customer technical support CTS1 (Customer Technical Support 1st line) trouble shooting network problems such as: Frame relay, SDSL , ADSL-LL & ADSL (splitter) and figure out the hardware problems at network field. - Handling calls for EGYNET Terms. - Troubleshooting the Network over the phone (Frame Relay: connectivity between banks and companies and DSL problems: ADSL & SDSL). - Handling customer's inquiries completely and accurately. - Working using oracle application… Show more - Working as customer technical support CTS1 (Customer Technical Support 1st line) trouble shooting network problems such as: Frame relay, SDSL , ADSL-LL & ADSL (splitter) and figure out the hardware problems at network field. - Handling calls for EGYNET Terms. - Troubleshooting the Network over the phone (Frame Relay: connectivity between banks and companies and DSL problems: ADSL & SDSL). - Handling customer's inquiries completely and accurately. - Working using oracle application CRM (customer relationship manager). - Resolve customer's complaints and problems. - Escalate technical issues to the second line to take actions.- Observing the agents, solve all kind of problems facing the agents or the work. Show less