 Coaches, monitors and provides feedback to the agents on a regular basis to improve their performance.
 Motivates staff to achieve all assigned targets and goals.
 Improves performance by setting action plans and setting expectations to the team through the metrics.
 Communicates management information and updates on policies and procedures to the operation teams.
 Ensures that the team follows the established procedures for each service requests, adhering to the agreed performance, service level, and quality standards, to maximize customer satisfaction.
 Reports to senior management on customer service metrics, opportunities, and threats.
 Schedules Team staff meetings to identify their SWOT analysis.
 Supervises the workload of the team, allocating the team members to optimize service provision and support, across the hours of the operation of the team.

 Maintaining achievement of highest VOC through best selected and trained calibers serving end users within certified, compliant and controlled workflow.
 Strategic planning and execution to enhance profitability, productivity, and efficiency.
 Enriching existing owners & clients satisfaction and maintaining a healthy growing long term business relationship through increasing the end customers’ base & capital while reducing customers’ churn.
 Maintaining monthly achievement of all clients’ & Owners’ sets and contracted KPIs.
 Handling all clients’ & owners’ escalations through maintaining a speedy constructive resolution within a clear, objective and achievable realistic glide path.
 Supervising all Business Reviews per Business Unit and auditing presentations before meetings.
 Maintaining a satisfactory positive working environment to all levels through ensuring the availability of a fair, objective, encouraging & educational feedback & rewarding process across whole team’s hierarchy.
 Developing all management levels within Operations department and maintaining a constructive coaching & follow up spirit.
 Establishing an opened door policy environment where each of staff can openly discuss and present their complaints and recommendations for development and maintaining a productive Best Place to Work.
 Heading Supporting Functions “WFM & QA” in a manner of supporting Operations team to provide best in class services to end users and clients and owners.
 Ensuring Departments’ compliance to process standards.
 Forecasting and managing yearly budget and daily P&L of the business across Cairo & Saudi Arabia.
 Ensuring achievement of budgeted yearly/quarterly/ and monthly top & bottom lines per Business Unit.
 Reviewing HR internal policies and implement needed ones to maintain a controlled, rewarding and positive working environment that is compliant with internal company policy and country’s labor law.

 Analyzes the performance of the supervisors and the team on an intraday, daily, weekly, & monthly basis to maximize business performance.
 Present line of business metrics in Business reviews to du clients on daily, weekly, monthly, & Quarterly basis.
 Reviews the financial data and the operational Margin for the team on an hourly, daily, weekly, & monthly basis, and takes action as required.
 Holds Educational Learning Plans for the Supervisors according to the company’s framework.
 Holds a Daily Supervisor Meeting and In Shift Meetings with their team, to highlight priorities of shift.
 Maintaining monthly achievement of all du clients’ set and KPIs.
 Works with other functional areas, to ensure effective work force Planning is in place on the program.
 Identifies those supervisors who are not meeting goals and conducts one-on-one coaching sessions with them to agree on an action plan to follow.
 Schedules time with the supervisors who are performing well, to praise them and identify further areas of improvements and agrees on an action plans to follow.
 Studies performance reports to develop the agents follow up tools and enhance their performance.
 Analyses data using techniques like Top Call Driver Analysis, to identify the priority of actions.
 Ensures that all the global initiatives are applied in line with company standards.
 Attends conference calls with the clients to discuss project specific issues, areas of opportunity and best practices as required.
 Signs all payroll related issues created by the supervisor for approval, including overtime, vacation leaves, sick leaves, and attendance.
 Issues Incident Reports, disciplinary actions and/or human resources related documents.
 Coordinates directly with other managers to formulate specific action plans on a case to case basis.

 Develops mentor and manages a team of (15-18) Contact Center Representatives.
 Coaches, monitors and provides feedback to the agents on a regular basis to improve their performance.
 Motivates staff to achieve all assigned targets and goals.
 Improves performance by setting action plans and setting expectations to the team through the metrics.
 Communicates management information and updates on policies and procedures to the operation teams.
 Ensures that the team follows the established procedures for each service requests, adhering to the agreed performance, service level, and quality standards, to maximize customer satisfaction.
 Reports to senior management on customer service metrics, opportunities, and threats.
 Schedules Team staff meetings to identify their SWOT analysis.
 Supervises the workload of the team, allocating the team members to optimize service provision and support, across the hours of the operation of the team.
 Monitors the changing needs of the service, liaising with the internal and external customers, to identify the areas for improvement, make recommendations for service improvement, and implementing those improvements to the satisfaction of clients.
 Resolves interpersonal issues within the team and escalates it if required, in any case the supervisor must give a direct feedback to the Assistant contact center manager regarding these issues.