Supervision of the operational team, management of its daily activities, and leading them toward achieving KPIs.Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.Managing customer accounts by ensuring that existing customers remain satisfied with company products and services.Analyze existing processes and develop data-driven solutions to address bottlenecks.Developing in-depth knowledge of customer products and services to make suitable recommendations based on customers' needs and preferences.Cascading the Company’s OKRs and strategic initiatives to KPIs and tasks and communicating them with subordinates.Monitoring market and business trends to grab opportunitiesCollaboration with Tech & Product team to produce required featuresCollaboration with the Marketing team to run effectively different marketing effortsCollaboration with HR, Finance, and Administration teams to allocate required resourcesCollaboration with Operational teams to keep cost and quality of service under control

Senior supervisor of executive units, including call center, tracking service unit, logistics unit, claim unit, and cx unit.Responsible for a team of 60 representatives and daily activities. Review analyst of activities, costs, operations, and forecast data to determine the department or division's progress toward statedgoals and objectives. Responsible for the safety, productivity, and quality performance of employees. Developing, reviewing, updating, and implementing strategic business planning, including operations, financial performance,marketing, and product enhancement. Communicating about the required products and processes with headquarters. Recommending services and policy changes by evaluating results and competitive potential.Deputy Operations Manager for three months.

Provided leadership, management, and guidance to all call center staff.Monitored side by side and recorded calls regarding the KPI standards to ensure the center's goals were met.Managed, processed, and reviewed timesheets, payroll, and daily attendance of call center employees.Monitored all system outputs to ensure the integrity and quality of each report.Generated reports for upper managers.