Mona Waheed Email & Phone Number

Egypt

1- Manage data contact center agents-to ensure a consistent high standard data customer experience, a high level of quality monitoring, Handle escalated customer cases·Support achieving data & business solutions functional KPI’s·Keep update on data services evolution and always recommend improvement plans · Train, develop, recruit and manage the performance of employees to help reach our goals.2-ManagingTeam performance Setting goals and targets for area team members in line with strategy targets and vision·Ensure effective and efficient day-to-day performance of the outsourced High Value Representatives·Setting and following up on individual team members development plan to achieve agreed on objectives·Analyze the daily team performance·Ensure effective staff utilization·Continuous sharing of knowledge and support to facilitate the development of skills of staff·Ensure that all team members use different knowledge tools·Auditing on agents transactions on systems to ensure prober and accurate use of the system·Identify required resources and skill sets/competencies required to successfully carry out department plans·Motivate, Inspire, stimulate, instruct, direct, coach, brief and manage performance, recruit of team members·Promote a learning culture by establishing a learning process ·Provide formal and informal performance feedback and improvement plans 3-Business Management and DevelopmentIdentify required and desired areas of operational improvement ·Ensure alignment between Vodafone goals, values and constantly improving Data Customer Experience ·Bring Vodafone Way to life and ensure the maximum alignment between team members and Vodafone values.·Share the hiring process for all partners with HR support. Ensure the delivery of new data products/policies through the implementation team. ·Ensure the adherence of the outsourced team members to the Customer Operations department’s policies, procedures and standards.

Cairo, Cairo, Egypt

Bachelor'S Degree, Electrical, Electronics And Communications Engineering, Good

Activities and Societies: Excellent Graduation Project

Data Modeling/Warehousing And Database Administration, Excellent

Learn Python programming fundamentals such as data types and structures, variables, loops, and functions. Learn the data analysis process.

Data Science