Tamer Saleh

Experience

• 

  Unionaire Group

  Mar 2004 - Jun 2004

  Customer Service Team Lead

  Duties & Responsibilities:• Lead and coordinate tasks among team members.• Prepare the maintenance and installation daily plans.• Follow up the implementation of the plans.• Responsible for sent and received faxes.• Ensure accuracy of work flow.• Escalate problems the right channels when required.• Redistribute team workforce to cover gaps between sub divisions.

• 

  Orange Egypt

  Jun 2004 - now

  Duties & Responsibilities:•Participate in setting long and short-term plans for CC that reflect the overall departmental objectives .•Translate set plans into budget impacts when applicable.•Translate functional KPIs into SMART objectives for the team and set monitoring mechanism to measure actual performance vs. KPIs.•Participate in forecasting future required headcount based on anticipating the number of calls.•Contribute to the development, definition and implementation of quality according to COPC certification standards and requirements.•Analyze the root cause of the problems facing the internal & external customers and initiate actions to resolve problems.•Communicate report and escalate to management on all operational issues & proposes recommendations and solutions to improve operational efficiency.•Capture and communicate VOTC to concerned parties & recommend possible enhancements.•Work on automating manual work processes to optimize resources and ensure highest accuracy.•Design and implement periodic reporting systems to superiors.•Perform sample monitoring to check quality standards among team members.•Align with other CS departments the work flow required to accomplish cross-functional activities.•Continuously revisit customer interfacing processes & procedures in co-ordination with management in order to improve customer experience •Enhance tools and communication channels to share new ideas generated from sub-ordinates with the right concerned parties.•Empower front liners with processes that cater for (FCR).•Review new commercial launches to highlight impact on customers proposing solutions.•Interview and select indirect reports and validate hiring decisions.•Conduct regular performance and competency evaluations for direct reports.•Hold regular meetings with the team members to motivate& strengthen communication and ensures sharing the same objectives•Support business decisions using Oracle OBI for data analysis Show less Duties & Responsibilities• Manage shift operation in terms of (LCR, SL & attrition ...etc).• Prepare the call center daily handover reports to ensure a smooth work flow.• Prepare daily call center briefings to ensure an accurate communication.• Manage a group of call center team leaders & coach them for best results.• Hold regular meetings with the team to strengthen communication & ensure that the same objectives are shared among all.• Manage call center enhancement projects (Siebel super users & Support teams).• Contact other departments for new ideas & follow up on the implementation.• Check, regularly, the mail for new information replying back effectively & efficiently.• Escalate, properly, problems to the right channels as and when required.• Manage Prepaid call center reporting team (periodic & ad hoc reports)• Administrator for in house built tools (DARS, AFB & Siebel guide)• Contributes in setting operational KPI’s for the teams and individuals• Handling escalated calls that require further escalations.• Conduct investigations when an issue is out of order & escalate to the correct channels when necessary.• Instant compensation review & reports• SPV schedule preparation & updates Show less Duties & Responsibilities• Help team members in handling difficult cases & angry customers.• Seek accurate information from other departments on customers’ inquiries & communicate it to the team members.• Perform regular follow up on Reps’ punctuality (login, logout, breaks & attendance).• Prepare the daily performance reports for the team to meet the pre-determined objectives / targets.• Prepare the overtime sheets on a monthly basis & maintain a record for the annual, sick & emergency leaves.• Make sure that Reps info. Up to date using intranet briefings & breaking news utilities.• Report the out of order stations (PC’s, key boards, mouse…etc) to the CS Technology Team to repair.• Log in during the shift to minimize the LCR & maintain a continuous active contact with customers.• Check, regularly, the mail for new information replying back effectively & efficiently. Show less

  • Sr.Supervisor,Postpaid segment & Home 4G backoffice, Customer Service

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  • Supervisor, Prepaid consumer segment, Customer Service

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