Experience

• 

  Teleperformance

  Jul 2014 - now

  • Introduce, prioritize and implement business improvement, service design, digital solutions and service optimization projects to provide Business Excellence services to all business partners and externalclients.• Lead and develop the customer centricity for the client and clearly establish the milestones for the achievement of this strategic objective.• Maintains professional and technical knowledge by trackingemerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench-marking state-of-the-art practices; participating in professional societies.• Enabled business leaders to rely on technology to enable agent's productivity while prioritizing well-being.• Creating the necessary strategies for shifting the customer service approach to newly self-serviced era.• Moved experiences from automation to prediction, with in-App enhancements using AI to predict customer needs and delight customer at scale will stay ahead of the curve following Lean approach and Six Sigma tools to boost value and efficiency generation.• Customer value management through creating, communicating, delivering documenting and capturing customer feedback end to end to tackle process, system hiccups.• Created an ultra-modern designed Power BI-Dashboards with Intelligent routing that shapes the contact center of the future. Modern Analytical deep dive capabilities provide leaders with fluid insights/inputs, with the intelligent routing technologies that providesadditional functionality, including robust reporting and metrics tracking capabilities.• These include the ability for contact center leaders to view the all metrics breakdown, These abilities extend beyond simple KPIs scrubbing as it’s used to improve voice of the customer insights.• Liaise with process owners to select improvement opportunities and prioritize existing projects. Show less E-commerce Project.-Monitoring and following up the performance of the managed Supervisors and managing them to achieve the targets demanded by the client according to Teleperformance managing model.- Managing the relationship with the clients of the projects handled.- Preparing periodic and daily financial and non-financial reports requested by Teleperformance & clients e.g. (MIS & P&L Reports) by utilizing Power BI and creating OPS & P&L performance reports from scratch to reflect the needed analysis real-time for faster actions.- Forecasting and planning the monthly plan for the managed projects, including month’s suspected revenue, facilities and resources for achieving such targeted revenue.- Working on applying the TOPS & COPC rules & principles.- Train the Supervisors for the new KPIS and clients’ processes.- Creating the following on monthly basis:1. KPIs performance trend with milestones achieved to be reviewed by client2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin.3. Quality Monitoring Sheets according to the global standards of Teleperformance.4. Create performance sheets for Supervisors & Agents for performance enhancing. Show less

  • Operations Manager

    May 2024 - now

  • Contact Center Manager

    Mar 2022 - May 2024

  • Assistant Contact Center Manager

    May 2020 - Mar 2022

  • Operations Supervisor

    Aug 2019 - May 2020

  • Tier 2 - Back Office

    Sept 2015 - Aug 2019

  • Travel Consultant

    Jul 2014 - Sept 2015