Mohamed Nabil

Experience

• 

  Vodafone

  Dec 2016 - Dec 2018

  Call Center Representative
• 

  Teleperformance Egypt

  May 2018 - Nov 2020

  Working as CCR on one of the biggest Telecommunication accounts "DU" Respond quickly, professionally, and accurately to all customer inquiries regarding rate plans, status requests, complaints, product , and online shop.Meet daily personal/team qualitative and quantitative targets by recommending and explaining benefits of additional company services

  • Contact Center Supervisor

    May 2019 - Nov 2020

  • Customer Services Agent

    May 2018 - Dec 2019
• 

  Freelance

  Jan 2021 - now

  Freelance Growth Manager

  Conducting market research and analysis to identify growth opportunities.Analyzing campaign performance data and making data-driven recommendations for future campaigns.Collaborating with cross-functional teams, such as sales and product teams, to align growth efforts.Providing regular updates and reports to clients on campaign performance and progress towards growth goals.Staying up-to-date on the latest marketing trends and best practices to ensure clients are using the most effective strategies. Show less

• 

  Teleperformance

  Dec 2021 - now

  Analyze the performance of the supervisors andteam on an intraday/daily/weekly and monthly basisto maximize business performance & managing abusiness unit consists of 8 to 10 supervisors & 120 –150 FTEs.Responsible for projecting the account monthlyrevenue.Managing account overall financial situation &updating the P&L on daily basis.Review financial data on Gross Margin/OperationalMargin on an hourly/daily/weekly/monthly basis andtakes action as required.Hold Educational Learning Plans with a team ofSupervisorsHold Daily Supervisor Meeting and with team ofsupervisors to focus and highlight priorities of shift.(In Shift Meetings & DSM)Responsible for handling client communications(Meetings-Requests-Complains).Work with other functional areas to ensure effectiveWork Force Planning is in place on the program &Responsible on the vacation’s approvals for theAgent’s leaves.Identify those supervisors who are not meeting goalsand conduct one-on-one coaching sessions andagree action plans to follow.• Schedule time with Supervisors performingwell to praise them and identify further areas ofimprovement and agrees action plans to follow.Analyze data using techniques like Top Call DriverAnalysis to identify priority actions for a team ofSupervisors.Ensuring that all internal & external metrics areachieved (Service/Quality/Efficiency/Customerexperience/Absenteeism/Attrition).Managing crisis situations (Staffing situation whetherit’s downsizing/ ramping up – Covid 19 – IT outages).Managing supervisors remotely working from home.Ensure that all global initiatives are applied in linewith company standards.Issue Incident Reports, disciplinary actions and/orhuman resources related documents.Coordinate directly with other managers toformulate specific action plans (QM & TM) Show less Leading a team of Contact Center Representatives todrive performance, achieve operational metrics,control critical & Quality attributesImprove customer experience through monitoring,coaching and develop the team members.Identify staff training and development needs.Monitor and measure Advisor’s level performance.Hold regular staff meetings.Support Staff career path development.Handle staff escalation.Monitor and meet defined performance goals•Ensure all Teleperformance policies and proceduresare adhered•Follow all steps of TOPS to manage the team andtheir shift on a daily basis•Proactively maintain and deliver the required servicelevels to achieve financial goals. Works together witha “Point of Contact” to identify issues and generateaction plans for the KPI assigned.Responsible of Specific KPI progress usingDefine, measure, analyze, improve, and control Show less

  • Assistant contact centre manager

    Apr 2022 - now

  • Senior Contact centre supervisor

    Dec 2021 - Apr 2022