Yasmine Mohie Email and Phone Number

Optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account defining the needs and meeting/exceeding the objectives.Conducts process improvement opportunities on all assigned projects in order to maximize RCC efficiencies and quality in service delivery and provide value-added to clients in all HR-provided services. Confirming the monthly invoice for the accounts assigned and following up with the client. Managing all hiring plans; aligning with the client on the business needs and the required criteria. Buffer the headcount requirements based on historical analysis regarding the client each acceptance rate and ensure fulfilling the agreed headcount. Ensure the contract and NDA signing with the personnel team and alarm the personnel if any employee or document is missing, and build a separate documentation DB for the operations which is required for the audit. Ensure delivering all employee relations-related files Communicates with the client concerning the business reviews, and HRM results and participate in client’s meetings, and align with the general strategies and actions aiming to improve the level of satisfaction of the client and meet the set CSS benchmark. Ensure that all required business trackers and documentation are precisely, properly, and frequently updated and communicated on time to the correct designated destinations. Monthly apply the salary head count confirmation and communicate issues regarding the missing HC. Oversee all the activities of own team to ensure high-performance levels and efficient implementation. Responsible for the professional development of my own team and ensuring it is aligned with the organizational career progression and succession plans. Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives

Courses Delivery Responsibilities: Preparing courses/programs delivery plans according to sales contracts. Ensuring the smooth day-to-day operational running of the all training activities. Ensuring training database system and records are up to date. Managing and controlling courses/programs expenditure are within agreed budgets. Qualifying and contacting new trainers and maintaining relationship with current trainers. Reviewing and giving feedback on suitability of courses/programs content. Working with senior management, sales and marketing to develop training strategies and content.Customer Services Responsibilities: Preparing and Organizing Customer services schedules, processes and scope of work. Managing of training courses/programs customer relations. Developing & sustaining targeted service level to customers. Monitoring & updating the outsourced call center on daily/weekly & monthly basis.Managing & monitoring the outsourcing call center results & figure & enhancing the process according to the dynamic of the operation

 Mediator in some issues between Dubai and Egypt branch. Assisting and managing the establishing process of the new branch in Dubai outsourcing zone Responsible for the onsite requirements from A to Z including any extra side orders even if needed the alignment with the facility building management. Acts as a focal point between clients and Raya contact center Gulf which handles an end-to-end process including the interview till joining the operation, aligning with all the supporting function & concerned stakeholders and working upon the client’s requirement as per COPC standard or multinational approach. Handling call center operations including managing team leaders (more than 4 TLs) and agents (200 agents inbound, outbound & telesales), Service level, achieving targets and quality performance in addition to auditing the operation on monthly basis. Acts as a point of escalation and collaborates with other supporting functions to drive resolution of operational issues of medium to high complexity, in support of the customer/partner requirements. Providing clients with quarter/annual feedback presentation including operation and client satisfaction survey and Presenting solutions or any new ideas if needed through business review meetings in addition to liaison with all my clients on daily basis to review the daily operation performance or any additional requirements Responsible for ensuring that all work stream KPI’s are measured accurately and reported on. Monitoring the team scheduling to avoid any over/understaffing alongside the absenteeism level to update the percentage that should be calculated and considered while preparing the monthly schedule/Aligning with the workforce team regarding the daily/weekly/monthly/forecasting and the schedule planning. Aligning with HR department to be sure that the qualified and competent caliber has been selected according to the project profile.Assigning suitable training for team leaders / agents

 Acts as a focal point between clients and Raya contact center (RCC)which handles an end-to-end process including the interview till joining the operation, aligning with all the supporting function & concerned stakeholders and working upon the client’s requirement as per COPC standard or multinational approach. Handling call center operations including managing team leaders (more than 7 TLs) and agents (over 250 agents inbound , outbound & telesales ), Service level , achieving targets and quality performance in addition to auditing the operation on monthly basis. Acts as a point of escalation and collaborates with other supporting functions to drive resolution of operational issues of medium to high complexity, in support of the customer/partner requirements. Providing clients with quarter/annual feedback presentation including operation and client satisfaction survey and Presenting solutions or any new ideas if needed through business review meetings in addition to liaison with all my clients on daily basis to review the daily operation performance or any new requirements and responsible for the clients contracts renew along with following up the invoices. Responsible for ensuring that all work stream KPI’s are measured accurately and reported on Assigning suitable training for team leaders / agents and aligning with HR through the TNA process Acting as a project manager in new projects setup and implementation including planning, WBS, execution and delivering according agreed upon standards and matching timelines Managing other site issues along with revising the other projects performance.

Supervising telesales agents in two province ( Cairo and Alexandria ) daily performance in order to increase their productivity Supporting telesales team with product knowledge and sales trainingProviding telesales agents with sources of data (customer list)Supporting the team with products promotions, special campaigns and churnsMotivating team through contests and overachievements incentivesDaily /weekly/monthly to discuss concerns, performance evaluation, forecast and target achievementDeveloping team capabilities to perform the following responsibilities:o Preparing quotations for required tenders or daily dealso Giving prices and executing daily saleso Following up Telesales deals with customerso Handling the corporate accounts and facilitating their selling procedure with our internal departments (Finance, inventory, sales& Fraud Depts.)Organizing and arranging fairs at different locations for products promotion and sales growth

Telesales activities covering customers inside and outside CairoInitiating leads to be fulfilled by direct salesAchieving assigned targetsReceiving and handling customer problems