Islam Abdel-Aziz

Experience

• 

  Teleperformance

  Jun 2017 - now

  Reservations & Ticketing Assistant contact center manger - Monitoring and following up the performance of the managed supervisors and managing them to achieve the target demanded by the clients according to Teleperformance managing model.- Managing the relationships 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).- Forecasting and planning the monthly plan for the managed projects, including month's suspected revenue, Facilities and resources for achieving such targeted revenue.- train the supervisors for the new KPIs and client processes.- Creating the following on monthly basis:1. KPIs performance trend with milestones achieved to be reviewed by client.2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin.3. Quality monitoring Sheets according to the global Teleperformance standards.4. Create performance sheets for Supervisors & Agents for performance enhancing.- Working on applying TOPS Rules & Principles.- Managing the performance outliers with the supervisors and the agents according to COPC.- Managing the Weekly and monthly meetings with Teleperformance supportive functions according to COPS standards for better operations managing. Show less • Managing a team of 15 integrity officers & 7 Escalation officers • Responsible for saving and reducing the payouts.• Responsible for auditing each transaction done by our center.• Sending daily, weekly & monthly performance review to the team.• Reporting the escalation rate and root causes.• Reporting weekly and monthly payouts amounts.• Creating proper action plans for our agents based on the analysis and the root causes to deliver best customer service experience and reduce the number of errors.• Responsible for the daily refund and reporting files done on daily bases.• Monitoring and coaching the escalation desk team to ensure that they provide best solutions to our passengers. Show less

  • Assistant Contact Center Manager

    Apr 2021 - now

  • Integrity & Escalation Desk Supervisor

    Jan 2020 - Apr 2021

  • Ticketing Supervisor

    Oct 2018 - Jan 2020

  • Escalation Specialist

    Dec 2017 - Oct 2018

  • Travel Consultant

    Jun 2017 - Dec 2017