Ossama Sayed Email & Phone Number

 Monitor queue and track inbound calls, keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Handle escalated calls and non-standard customer service-related issues Monitor agents and calculate call center performance, and analyze reports monitoring to improve the efficiency Coordinate with departments such as Quality, Workforce, IT, HR....etc., in many different administrative issues

 Analyze contact volume patterns by campaigns, contact group, queues and agents’ skill sets. Work with the Forecasting & Scheduling analyst in developing forecasting models to predict voice contact volume and key call statistics, email volume, and the addition of future media types such as chat. Communicate necessary real time and proactive adjustments to workforce plan based on changing/dynamic forecasts and re forecast when necessary. Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization

• Provide support to customers over the phone• Handle complaints, even when handling unpleasant customers• Build a long-term relationship with the customer• Enter customer details other information in an accurate and efficient manner to the relevant systems• Escalate issues to second liners or management, if necessary, as defined in Escalation procedures• Answered customer questions regarding merchandise and pricing

Bachelor Of Commerce (B.Com.), Accounting And Finance, Good

High School, Secondary School, 85%