Support the company in all administrative functionsScreen and manage communications into and out of departmentSchedule appointment, coordinate meetings, prepare agendas take and circulate minutes and ensures follow ups are conductedMaintain filing system in line with office policyEnsure effective and efficient handling of all secretarial and administrative activities and responsibilities of the departmentShould be able to multi task and priorities with precise accuracy and detailsAct as a bridge between the Manager and internal/external customers, the senior administrative assistant, acts as filter and coordinator who should be able to judge/ manage information flow of the relevant departmentMaintaining the office condition and arranging necessary repairsPartner with HR to update and maintain office policies as necessary, Assist in the onboarding process for new hiresOrganize office operations and procedures, Provide general support to visitorsManage contract and price negotiations with office vendors, service providers and office leaseManage office general administration budget, ensure accurate and timely reportingPlan in-house or off-site activities, like parties, celebrations and conferences

Forecasting, Provides input on forecast projections andstaffing requirements.Scheduling, develop a comprehensive scheduling plan tocoordinate all off-phone activity including team meetings,Supervisor coaching sessions and training.Responsible for administering shift bids and partneringwith the National Planning team to develop shifts thatimprove customer satisfaction and Contact Centerefficiency.Reporting, Updates Contact Center OperationalLeadership on staffing issues, performance measures, andcall statistics.Breaks, Optimize break and lunch scheduling toefficiently staff Contact Centers.Real-time Management, Monitors call volume andstatistics to ensure adherence to Scheduling and ServiceLevel metrics & perform other duties as requested bysupervisor.Manages benefit time accrual accounts in the WFMsoftware as well as establishing thresholds and planningfor both scheduled and unscheduled absences.Data Analyst, Collects and stores data on sales numbers,market research, logistics, linguistics, or other behaviors.Service Level, Gather, prepare, and analyze raw data tocreate/develop reports based on the clients requirements.Actively and consistently supports all efforts to simplifyand enhance the customer experience.

Follow up & resolve EGP/AED customer complaints viaphone, email or mail. Use telephones to reach out tocustomers and verify account information.Adhere to the call scenario & maintaining the AHT. Assistwith placement of orders, refunds, or exchanges. Adviseon company information. Take payment information andother pertinent information such as addresses and phonenumbers. Place or cancel orders. Answer questions aboutwarranties or terms of sale. Act as the companygatekeeper. Meeting the quality communicated standardsof the call Attempt to persuade customer to reconsidercancellation. Inform customer of deals and promotions.Carries responsibility for meeting communicated targets:sales, lead generation, appointment settings, etc.Utilize computer technology to handle high call volumes.Work with customer service Supervisor to ensure propercustomer service is being delivered. Participates inindividual & team training/meetings to bring knowledgeup-to-date. Handle changes in policies or renewals.Adheres to Souq policies & procedures.Achieves the FCR target: particularly for support callsAdheres to work schedule and accommodates businessrequests (including flexible locations & working hours).Maintains confidentiality of the customer data Performsother related duties

One of Team Leaders in COPC Audit. Was candidate to bethe Business Analyst in Mobily Account. Providenecessary business information. Create and maintainchannels to enable team members to do their work.Follow through on action assignments; report teamprogress and decisions made to concerned groups.Give guidance to team members.Assure that each member receives team-basedcompensation or recognition.Assist manager with daily operation of call center toinclude the development, analyses and implementation ofstaffing, training, telemarketing, scheduling, andreward/recognition programs. Helping with training anddevelopment. Completing paperwork handling complaints(from both staff and customers).

Maintaining a positive, empathetic and professionalattitude toward customers at all times.Responding promptly to customer inquiries.Communicating with customers through variouschannels. Acknowledging and resolving customercomplaints. Knowing our products inside and out so thatyou can answer questions. Processing orders, forms,applications, and requests. Keeping records of customerinteractions, transactions, comments and complaints.Communicating and coordinating with colleagues asnecessary. Providing feedback on the efficiency of thecustomer service process. Managing a team of juniorcustomer service representatives. Ensure customersatisfaction and provide professional customer support.