Refaat Ibrahim Email & Phone Number

Egypt

leading and overseeing all facets of call center operations with a strategic focus on delivering exceptional customer service and achieving performance excellence. Involving in managing and motivating a diverse team, guiding them to meet and exceed performance targets. Dedicating to optimizing processes, implementing training programs, and fostering a collaborative environment to ensure our team consistently delivers high-quality service. working closely with cross-functional teams to streamline operations, resolve complex issues, and driving continuous improvement initiatives. upholding call center's reputation for excellence while achieving organizational objectives through effective leadership and operational efficiency.

Cairo, Egypt

Managing a team of customer service representatives, supervisors, account managers, and team leads, providing guidance, coaching, and support to ensure high-performance levels.Developing and implementing operational strategies and processes to optimize customer service delivery, improve efficiency, and enhance customer satisfaction.Monitoring and analyzing key performance metrics, such as average handling time, first call resolution, and customer satisfaction scores, to identify areas for improvement and drive performance excellence.Collaborating with clients to understand their service requirements, aligning operations accordingly, and maintaining strong client relationships.Conducting regular performance evaluations and providing feedback to team members to drive continuous improvement and professional development.Ensuring compliance with company policies, procedures, and quality standards, and implementing corrective actions when necessary.Managing escalations and resolving complex customer issues in a timely and satisfactory manner.Collaborating with cross-functional teams, such as training, workforce management, and quality assurance, to optimize operations and implement best practices.Staying updated with industry trends, technologies, and best practices to drive innovation and maintain a competitive edge.

- Planning and organizing the work of subordinates in installing, modifying, and testing telecommunications systems.- Analyzing and troubleshooting communication systems to ensure compliance with state agency requirements or orders.- Generating comprehensive reports on performance outcomes, goal achievement, and overall productivity for executive management presentations.- Supervising general administrative tasks, including meeting planning, phone calls, scheduling, and job assignments distribution.- Leading and managing a team of call center agents and leaders.- Being readily available to oversee all aspects of the team's operations.- Practicing management through active presence and engagement.- Being accessible to answer questions from team members.- Handling calls that agents are unable to handle and providing assistance when needed.- Monitoring call queues and tracking inbound calls.- Keeping agents informed about inbound calls, call waiting, abandonment rate, etc.- Motivating and encouraging agents through positive communication and feedback.- Managing operational performance.

- Responsible for managing short-term and long-term project initiatives within the group, ensuring timely delivery within budget and meeting customer expectations.- Collaborating with stakeholders to establish project standards and determine the methodology based on PMI references.- Being accountable for project Key Performance Indicators (KPIs).- Agreement on project objectives.- Thoroughly scoping project requirements.- Considering client interests during project execution.- Identifying and managing project risks.- Negotiating with suppliers, sub-contractors, and the company's PR Manager.- Managing project budgets.- Efficiently allocating project resources.- Ensuring client expectations are effectively managed.- Overseeing day-to-day operational aspects of the project.- Taking full responsibility for all project stages, from design to completion and handover to the client.- Creating comprehensive project documentation.- Providing progress reports to stakeholders and senior managers.- Establishing project standards and methodologies.- Fostering a productive work environment that enables everyone to perform at their best.- Taking ownership of projects throughout their entire lifecycle.- Communicating with stakeholders to clarify project objectives.- Ensuring adherence to relevant processes during project execution.- Administering job allocations and budgets within the project.- Managing project personnel to achieve project objectives.- Regularly reviewing and analyzing project scope.- Leading cross-functional project teams.- Upholding the highest quality standards.

Raya Contact Centre

Madi