Hashem El-Sayed Email & Phone Number

• Motivate and support team members.• Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines.• work to retain agents, minimize attrition rate, and create a positive work environment for team members.• Respond effectively to escalate transactions, customer complaints and report escalations.• Identify performance gaps for specific individuals and create action plans to improve performance.• Manage the Call Center Staff.• Ensure agents adhere to schedules and minimize absenteeism of agents• Prepare and submits internal reports.

• Launched new account (El-GHOBASHY call center) and set up new reports (Quality report - performance report – Sales report).• Motivate and support team members.• Manages performance metrics day by day and make action plan if needed.• Monitor transactions to ensure that QA standards are met.• Distribute tasks between team members according to their skills.• Follow up with support function team to provide with reports if needed.• Set up training and refreshment section for team members.

• Perform accurate & Timely Reports.• Execute work instructions and processes as documented.• Participates in delivering the OMD objectives, daily, weekly, monthly & annually.• Participate in audits of OMD to ensure consistency and accuracy.• Proactively communicates with the OMD Supervisor/Manager concerning deliverables.• Adheres to the Sykes WFM Standards.• Meets OMD Service Level Agreements for both internal and external customers.• Responds creatively to work challenges and proactively makes recommendations.• May perform other additional duties and responsibilities as assigned.

• Monitor all Queues to save SL.• Send any up normal case to operations team like (AUX without approve or wrong break or exceed break).• Send attendance and late case report to operations team.• Send dashboard to management every 4 hours contain (offered calls and answered calls & abandoned calls & SL).• Send daily report like (team performance and FCR report).• Send weekly and monthly reports like (KPI's report & Attrition report).

• Motivate and support team members.• Manages performance metrics day by day and make action plan if needed.• Monitor transactions to ensure that QA standards are met.• Distribute tasks between team members according to their skills.• Send all reports to client.• Follow up with support function team to provide with reports if needed.• Set up training and refreshment section for team members.

• Answering phones from customers professionally and responding to customer inquiries and complaints.• Researching required information using available resources.• Providing customers with the organization’s service and product information.• Identifying, escalating priority issues and reporting to the high-level management.• Recording details of comments, inquiries, complaints, and actions taken on application.