Mohamed Farid Email and Phone Number

• Work with different stakeholders for developing Products / Services effectively by finding a cost-effective way of balancing human and self-service.• Manage the overall launch of new digital products/services/ Digital Technologies, namely, AI, self-service solutions, kiosk, web covering different business functions performed in branches network to achieve higher productivity and profitability• Work closely with data science team to do the proper analytics and prediction models for analysing the traffic inside branches and increase customer migration to Digital channels• Support in the preparation of the annual budget for the product in terms of sales and pricing in the Digital Innovation strategy in coordination with product owner.• Dealing with the vendor for new solution of new digital products/services/ Digital Technologies

Review the productivity of agents and operations supervisors to ensure meeting their set benchmarks and KPIs.• Review constantly with the supervisors the accurate and timely information given by agents to customers over the phone whilst maintaining the highest standards of service quality and follow up on job fulfilment to maintain customer satisfaction.• Monitor closely any business SMS plan and coordinate suitable time in coordination with resources and planning team to manage forecast plan and maintain customer experience.• Performing technical Interviews for the approved candidates from HR team to join Contact Center.• Manage to digitalize the current process by creating the required BRDs and IRs in order to enhance the customer experience and maintain the efficiency of usage of the current department’s resources.

• Supervise the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, processes and procedures.• Manage UAT activities related to Contact Center for any project related to digital transformation or other project and ensure that requested requirements are fulfilled• Manage the alignment with other departments to set agreements about the standard and TAT of requests to ensure delivery of correspondence on time and enhance customer satisfaction.• Manage escalated customer complaints upon customer request and utilize escalations as a method to train and develop Contact Center agents, and to ensure full settlement and customer satisfaction.• Focal point for Contact Center for any process enhancement.

• Responsible for Call center agent Team (25 Agents).• Responsible to reduce CCU complaint for Contact Center.• Handling platform to achieve our SLE• Ensure agents are meeting the expected performance levels, high service quality by monitoring their performance daily• Assist in monitoring all real-time and intra-day activities, and recommend solutions to real time performance issues to ensure operational and client goals are met.• Testing with IT our system upgrade.