Talal Ibrahim

Experience

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  Daly Dress

  Jan 1998 - Jan 1999

  Sales Man

  score the daily target and monthly as well

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  Rock

  Jan 1999 - Jan 2000

  Sales REP

  Achieve the monthly and daily target

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  Daffy Dove

  Jan 2005 - Jan 2007

  Area Sales Supervisor
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  Samsung Electronics

  Jan 2008 - Jan 2014

  Assistant Call Center Manager

  Meeting project revenue and profit , Manage the day–to-day revenue planning, Supervise and coordinate activities of workers engaged in customer service activities. problem-solving of a team of agents to meet with the required service level components, standards .Plan, prepare, and devise work schedules, according to budgets and workloads.Operational Management: Managing the floor, adherence to schedule. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Training and development of staff. Motivation, leadership for a team and developing future leaders. Recommendations for product and process development based on customer feedback and analysis of the same.Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line. Compiling reports on team’s performance and customer feedback.Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management.Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects call handling and call center processes Show less

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  Teleperformance

  Jan 2008 - Jan 2009

  Supervisor

  - Responsible for customer's inquiries to meet their satisfaction-Try to approve the rejected cases.-Do plans to get highly the approval rate. -Coordinating Bank’s Sales teams.-Monitors sales activity performance versus established target at weekly and monthly intervals. -Developing sales reports that will be periodically sent to branches in order to inform sales teams about -their performance.-Conducts regular sales meetings / conference calls with sales teams.-Providing solutions for a continuous growth of sales volume. -The preparation of a monthly training for updating credit card policy to. Couriers. Show less

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  Citi

  Jan 2009 - Jan 2010

  Operation Supervisor

  - Supervise and coordinate activities of workers engaged in customer service activities.- Plan, prepare, and devise work schedules, according to budgets and workloads.- Observe and evaluate workers' performance.- Assign certain duties to the employee, explaining how those duties are to be done.- Train and instruct employees.- Help employees address and resolve a wide variety of concerns and complaints. - Launching, Developing and Managing of the loan Team .- Launch the Loan team and set job description for the Loan agents .- Monitor online Key performance indicators, like Service Level, Talk Time, sales / hour, etc...- Planning, sizing and identification of new needs of the projects in all level’s, like recruitment, selection, -training, development and work scales .- Reporting directly to the ( Head of operation , Workforce Manager and CFO) .- Responsible for customer's inquiries to meet their satisfaction.-Solve customer's problems with a high level of professionalism to meet their satisfaction.- Motivate, Inspire, stimulate, instruct, direct, coach, brief and manage performance, recruit and aid careers of team members and agents. Show less

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  Teleperformance

  Jan 2011 - Jan 2015

  Assistant Contact Centre Manager

  • Evaluate agents’ performance daily/weekly/monthly-over-month by completing the appropriated reports• Coordinate with Human Resources for appropriate staffing levels.• Make sure that the HR calibers met the needed profile. • Managing the daily running of the call center.• Organizing staffing, including shift patterns and the number of staff required to meet demand.• Make sure that the processes are going as in the right way.• Establish performance standards for all customer service strategy positions to meet departmental and system goals.• Manages and responsible for day – to – day activities of one or more unit of operation. Show less

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  Samsung Electronics

  Aug 2014 - Jan 2016

  Service tracking & voice of the customer manager

  Follow up and track the service centers performance "Samsung", and make sure that they enhance the quality of the repair for Samsung products Plus make sure that the service centers following Samsung policies.Solve any kind of the customers complain related to Samsung devices .Enhancing the customer satisfaction by surveys for the customers who his/her device repaired

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  Teleperformance

  Jan 2016 - Jun 2019

  Contact Center Accounts Manager

  Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.Maintains professional and technical knowledge by tracking emerging 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.Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Show less

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  Almosafer

  Jun 2019 - now

  Contact Center Operations Manager

  •Managing entire operation function (Financials” budget, P&L & ROIs”, Forecasting, Scheduling, Reporting, etc.).•Manage The department due to The Qualitative and Quantitative parameters that have been set by the company.•Managing entire Non voice channels (Live Chat , SM platforms “ Twitter , FB, Instagram, snap chat, etc.” , what’s app ).•Managing call center technology: The manager oversees the call center technology.•Ensuring compliance with policies and regulations ensures that the call center operates in compliance with all applicable policies, regulations, and laws.•Assists in Strategy Development.•Ensure effective implementation of the company’s service strategy to ensure positive customer interactions. •Implementing quality assurance programs.•Collaborates with other departments, such as sales and marketing, to ensure the call center is aligned with the overall business objectives.•Spends time on the floor to audit current producers to monitor and improve efficiency of operations.•Leads development of short- or long-term call center strategic goals including developing call analysis and projections that help to position the organization for growth.•Evaluate agents’ performance daily/weekly/monthly over-month by completing the appropriated reports•Coordinate with Human Resources for appropriate staffing levels.•Make sure that the HR calibers met the needed profile. •Managing the daily running of the call center.•Organizing staffing, including shift patterns and the number of staff required to meet demand. Show less

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  Seera Group

  Jun 2019 - Mar 2022

  •Leads the development, implementation and maintenance of necessary administrative, logistics, facilities and strategic support systems and processes.•Manages the provision administrative, facility, maintenance services and clerical services and logistics).•Assists in the planning and continued development of the company’s administrative, logistics and facilities support staff and associated resources.•Manages the provision of administrative, facility, maintenance services and clerical services and logistics.•Identifies opportunities for outsourcing administrative operations where third party providers are more cost-effective and manages such outsourcing relationships.•Manage corporate purchasing and procurement services for Site office equipment, supplies and furnishings.•Identify opportunities for outsourcing administrative operations where Thirdparty providers are more cost-effective and manage such outsourcing relationships.•Ensure the provision of adequate logistics and administrative support and office boys.•Reviews the management of building security and maintenance.•Manages maintenance of company equipment and tools.•Prepares and presents reports on what is accomplished by the administration mission.•Follows up on the implementation of all contracts that is related to Administration.•Ensures its validity and safety with the consistent follow up of the alarming systems and extinguishing tools to ensure its effectiveness of usage.•Observes and maintains the company’s hygienic standards.•Supervises and follows up on the implementation of the Health Safety and Environmental Standards and procedures by the company.•Prepares and presents reports on what is accomplished by the administration mission.•Follows up on the implementation of all contracts that is related to Administration.•Ensures the safety and validity of the evacuation plan in line with the work order in the building and best practice in fire prevention and safety. Show less • Managing entire operation function (Financials” budget, P&L & ROIs”, Forecasting, Scheduling, Reporting, etc.).• Manage The department due to The Qualitative and Quantitative parameters that have been set by the company.• Managing entire Non voice channels (Live Chat , SM platforms “ Twitter , FB, Instagram, snap chat, etc.” , what’s app ).• Managing call center technology: The manager oversees the call center technology.• Ensuring compliance with policies and regulations ensures that the call center operates in compliance with all applicable policies, regulations, and laws.• Assists in Strategy Development.• Ensure effective implementation of the company’s service strategy to ensure positive customer interactions. • Implementing quality assurance programs.• Collaborates with other departments, such as sales and marketing, to ensure the call center is aligned with the overall business objectives.• Spends time on the floor to audit current producers to monitor and improve efficiency of operations.• Leads development of short- or long-term call center strategic goals including developing call analysis and projections that help to position the organization for growth.• Evaluate agents’ performance daily/weekly/monthly over-month by completing the appropriated reports• Coordinate with Human Resources for appropriate staffing levels.• Make sure that the HR calibers met the needed profile. • Managing the daily running of the call center.• Organizing staffing, including shift patterns and the number of staff required to meet demand. Show less

  • Procurement & Facility Operation Manager

    Mar 2021 - Mar 2022

  • Customer Service Manager

    Jun 2019 - Feb 2022

  • Social Media Manager

    Jun 2019 - Jan 2020
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  Alfa Medical Group

  Jan 2025 - now

  Head of Operations Call Center