Amr Emam Email and Phone Number

Analysis and Reporting• Collect, clean and analyse data from various sources including Salesforce, TCMS, MEA dashboard and market research reports• Develop forecasts to estimate future trends for effective planning purposes• Generate regular and ad-hoc reports for Sales and Customer Service Managers and other Teaching Business Managers summarizing sales data, trends and insights• Support the wider team on proactively providing polished performance/demand insight to colleagues across the group, reflecting business needs.• Prepare reports on Teaching Centre sales funnel statistics, customer profiles and conversion rates.• Using initiative & problem-solving skills, assist colleagues with complex calculations• Create a wide range of periodic MI and KPI reports for senior level management, ensuring they are consistently produced with efficiency and quality.• Conduct in-depth analysis and provides clear and succinct insight to senior management.• Analyse income and performance data to identify areas where costs can be reduced or revenue can be increased.• Analyse capacity fill and requirements to propose areas for increasing Demand• Create visualisations such as charts, graphs, and dashboards to present sales data in a clear and understandable manner.• Carry out routine monitoring and standard reporting on commercial data involving sales, profitability and/or co-funding and sponsorship opportunities using an agreed set of corporate processes, techniques and report templates. • Work with the Sales and Customer Management teams, providing insightful data analysis, undertaking regular quality checks, providing feedback and proposing actions and targets for products/services relative to Market need • Participate in business performance meetings to provide data-driven insights and recommendations to sales teams.• Draw reports for the cluster, identifying issues and/or proposing recommendations to Country/ Cluster and Regional Leads.

- To contribute to the development of an efficient integrated and motivated Customer Services team which champions British Council values and customer service excellence and work effectively with colleagues across all activity streams. - To promote the sales of Teaching Centre and Examinations products and services. - To support delivery of Customer Services strategy as required based on the Customer Service Excellence standards.- To act as Front-Line Duty Officer (FLDO) for customer service issues, complaints’ management and during incidents. Ensures full coordination with other Duty Officers (Teaching Centre), and premises manager. - Handle customers and students complaints and feedback. Act upon them in a timely manner according to British Council complaints policy and the Customer Service Excellence standards.- Monitor staff performance and address issues when needed. - Functional line management of Customer Service Assistants to ensure that appropriate briefings on British Council products, Examinations, Teaching Centre, Programs and activities are conducted to allow them to fulfil their duties.

- To provide a professional and efficient integrated customer services on the full range of British Council’s activities and services and to meet Customer Service Excellence standards in all contacts with customers, be that through face to face or emails.- All enquiries received in person or by mail/e-mail are dealt with in a friendly and professional manner.- To assist with the delivery of an integrated service to corporate standards which meets the needs of internal and external customers to enable all departments to meet their agreed targets.- Assisting in answering all types of first level enquiries relating to British Council activities in country.- Assisting with dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.- To register customers and to collect income received and transfer it accurately.- Use relevant systems to maintain records on the system & complete daily reconciliations- Delivering accurate and friendly registration services to Teaching Centre students and Examinations candidates to meet customer needs and to enable targets to be met.- Handling Exams and Teaching Centre back office tasks within the Service Levels Agreements agreed and according to Quality Standards and guidelines. - Attending to verification and stamping requests.- Inputting customer data on CAMPUS. - Contacting Teaching Centre and Exams customers to notify them of term/registration/exam date/venues, drop out surveys, waitlisted students. - Handling requests for transfers and refunds are processed according to Teaching Centre & Examinations policy.- Ensuring that all materials and displays are always up to date and shelves are accurate appropriately classified, labelled, displayed and sign-posted in the Reception area.

Handling customer inquiries (Voice & face to face)Provide customers with excellent service and accurate informationManaging large amounts of inbound and outbound calls in a timely manner.Following call center “scripts” when handling different topics.Identifying customers’ needs, clarify information, research every issue and providing solutions.Providing courteous and professional phone support to callers.Updating customer account information, as needed; and escalating calls when a manager or higher level representative is needed.Informs clients by explaining procedures; answering questions; providing information.Maintains communication equipment by reporting problems.Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

- Completing the Hiring process.- Keeping employee records up-to-date by processing employee status changes in timely fashion.- Preparing paperwork required to place employee on payroll and establishing personnel file.- Assisting in hiring process by coordinating job posting on Web site, reviewing resumes, contacting candidates, performing interviews and recommending accepted candidates for a second interview. - Maintaining Employee Handbook with updated resolutions and other pertinent information, as needed.- Preparing, validating and executing the company monthly payroll, bonus and any other separate payments to ensure timely payments to the employees.- Generating Human Resources data reports as necessary.- Assisting legal affairs manager in all related matters.- Following up the daily legal issues- Reviewing the contracts and verifying the legal information- Representing the company in courts- Attending hearings & investigations- Preparing regular reports stating the company's legal position

- Providing Legal Support.- Attending hearings & investigations- Maintaining Client Relationships- Preparing Reports and legal notes- Drafting contracts.- Organising legal documents by document and case type