Sameh Mohamed Email & Phone Number

Egypt

Cairo, Egypt

Cairo, Egypt

Egypt

- Leading 2 levels of RTA member in "Samsung EGY, Freedom mobile , Vodafone EGY, Fawry , Holiday me , El Fursan Travel and Tajawal Travel"- Support the team by executing and implementing the new Reports will work upon in the accounts- Attend the daily and Weekly conference call with Clients - Weekly and Daily Analysis for the accounts KPI's- Ensuring that optimum service levels are achieved within the accounts OPS & Client on a monthly, daily and intra-day basis in order to drive up service level consistency performance- Tracking system and process down time across market and report back monthly on trends to senior management with a view to drive down lost time- Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions (segments)- Variance reporting to customers, to enable them to make timely decisions about planned off line activities and outages- Maintaining the various databases identify skill set shortages for short-term training requirements.- Controlling the agents' threshold meaning all the types of NR to avoid any bad effects on our productive hours.- Controlling the staffing in each interval and checking its compatibility with the published schedule referring back to the operation in case of any (-) or (+) deviation.- Preparing the operational KPI`s reports like the AHT, staff time, hold, and the ringing time.- Tracking the agents AHT on the spot with the agents on the floor- Excellent in Working with Real Time Reporting Tool (Blue Pumpkin,& Teleopti )- Deliver the Training to the new Real time Analyst and new agents who will join the operation “ Real Time and Workforce Session”- Attend the operation meeting with OPS as POC of ( AHT, Adherence & absenteeism)- Update Score card for the Team members to evaluate RTA performance,

Egypt

Customer services Specialist (inbound& data entry) "​ outsource"​  Responsible for customer's inquiries to meet their satisfaction. Built a trustful relationship with the customers. Solve customer's problems with a high level of professionalism to meet their satisfaction. Register customer's contracts.  Motivate, Inspire, stimulate, instruct, direct, coach, brief and manage performance, recruit and aid careers of team members and agents. To promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others, providing feedback and guidance to agents on a regular and timely basis to help reach goals. Efficient coordination of staffing and training requirements with HR to insure that relative training is conducted in a timely manner, and effectively delegating responsibilities to develop staff and prepare them to assume higher responsibilities (CSRs for supervisory level)(Control Calibration& quality report) Leading an assortment of multiple Outsourcing teams operationally Generating and retaining satisfactory/agreeable working environment to satisfy outsourced employees