Day-to-Day Responsibilities:-Lead a team of senior leaders to drive operational success across Egypt, Australia, and New Zealand, overseeing 500+ agents.-Analyze KPIs like customer satisfaction (C-Sat), NPS, FCR, AHT, and volume trends to identify performance gaps and develop action plans for improvement.-Conduct weekly business reviews, monthly performance reviews, and quarterly achievement reviews to maintain accountability and continuous improvement.-Collaborate with… Show more Day-to-Day Responsibilities:-Lead a team of senior leaders to drive operational success across Egypt, Australia, and New Zealand, overseeing 500+ agents.-Analyze KPIs like customer satisfaction (C-Sat), NPS, FCR, AHT, and volume trends to identify performance gaps and develop action plans for improvement.-Conduct weekly business reviews, monthly performance reviews, and quarterly achievement reviews to maintain accountability and continuous improvement.-Collaborate with cross-functional teams including Quality, Workforce, and Training to ensure cohesive service delivery across regions.-Lead daily huddles to communicate changes, updates, and best practices, ensuring the team is aligned on performance goals and service standards.-Manage the strategic planning and implementation of new service models, SOPs for quality, training, and workforce governance, and cross-training initiatives.Key Achievements:-Customer Experience Improvement: Improved C-Sat to 75% by implementing a Repeated Failure Process (RFP) to proactively detect issues, enhancing agent performance through an AI assistant, and redesigning the D-Sat bucketing system for better agent feedback.-Cost Reduction: Achieved a 22% reduction in operational costs by leveraging 6 months of data to optimize workforce management, improve AHT by 30% (email), 20% (chat), and 15% (phone), and implement NICE Workforce tracking, increasing occupancy rates from 50% to 80%.-Operational Efficiency: Reduced AHT to under 5 minutes and maintained SLAs above 80%, even during peak forecasts, through improved scheduling adherence and real-time workforce tracking.-Cross-Functional Team Leadership: Developed and executed a cross-functional training initiative that ensured leaders could cover for each other, ensuring operational stability during absences.KPIs Managed: C-Sat, SLA, FCR, Abandon Rate, AHT, Occupancy, Attrition, Cost per Contact (CPC), and Time to Proficiency Show less

Day-to-Day Responsibilities:-Managed the day-to-day operations of 3 BPO call centers, overseeing 400+ agents across multiple sectors, ensuring SLAs and customer experience targets were met.-Developed strategic service delivery models for both B2B and B2C clients, aligning cross-functional teams (HR, Data, Marketing) to ensure service excellence.-Led daily monitoring of KPIs, agent performance, and real-time feedback through dashboards and analytics tools.-Spearheaded… Show more Day-to-Day Responsibilities:-Managed the day-to-day operations of 3 BPO call centers, overseeing 400+ agents across multiple sectors, ensuring SLAs and customer experience targets were met.-Developed strategic service delivery models for both B2B and B2C clients, aligning cross-functional teams (HR, Data, Marketing) to ensure service excellence.-Led daily monitoring of KPIs, agent performance, and real-time feedback through dashboards and analytics tools.-Spearheaded recruitment, training, and process design for new customer service initiatives, ensuring alignment with Vodafone’s strategic goals.-Implemented process enhancements, including the integration of call center CMS with CRM systems, enabling real-time data flow and improving agent productivity.Key Achievements:=Client Expansion: Expanded client base from 1 to 8 within 2 years, growing the annual budget from EGP 3.5M to 40M by diversifying services and expanding into new sectors (real estate, medical).-NGO Donation Collection: Increased collection rates from 20% to over 60% by integrating CRM with the collection system, enabling real-time tracking, and implementing a follow-up process for uncollected donations.-Real Estate Closing Model: Increased closing rates by 28% by integrating call center CMS with clients' CRM, allowing seamless lead transfers to the sales team.-Call Center Launch: Successfully launched in-house B2B and B2C call centers, streamlining the BPO selection process, technology implementation, and recruitment of 200+ agents.-Cross-Functional Collaboration: Led the Data Accuracy Initiative, which improved data quality and turned the initiative into a marketable product, boosting Vodafone’s revenue streams.KPIs Managed:AHT, TPH, Occupancy, Schedule Adherence, C-Sat, NPS, Conversion Rate, Collection Rate, Closed Deals, Pick-up Rate, Repetitive Leads, ROI, CPC, CPL (Cost per Lead), Client Satisfaction. Show less

Day-to-Day Responsibilities:-Managed two business lines for a major Canadian ISP, overseeing performance and quality metrics for 60 agents.-Implemented COPC standards, improving quality scores and reducing outliers to under 5%.-Coordinated team development and training, implementing learning programs and mentorship initiatives to foster career growth within the team.-Managed hybrid work schedules, allowing 20% of agents to work remotely, improving absenteeism and reducing… Show more Day-to-Day Responsibilities:-Managed two business lines for a major Canadian ISP, overseeing performance and quality metrics for 60 agents.-Implemented COPC standards, improving quality scores and reducing outliers to under 5%.-Coordinated team development and training, implementing learning programs and mentorship initiatives to foster career growth within the team.-Managed hybrid work schedules, allowing 20% of agents to work remotely, improving absenteeism and reducing attrition.Key Achievements:-Quality Improvement: Achieved a 90% quality score by introducing new KPIs focused on individual agent performance rather than team averages.-Hybrid Work Model: Reduced absenteeism to 3% and voluntary attrition by 1% by introducing flexible work options.-Operational Efficiency: Led a system migration, completing it 3 weeks ahead of schedule with minimal disruption to SLAs.KPIs Managed:C-Sat, AHT, TPH, Quality Scores, FCR, Adherence, Attendance, Attrition, SLAs, Abandon Rate Show less