Mohamed Tariq

Experience

• 

  Teleperformance

  Oct 2020 - now

  • Managing 100+ representatives along with 5-6 Supervisors• Responsible for Managing Supervisors and assigning daily tasks to ensure getting maximum productivity and results in reaching the required customer satisfaction levels.• Manage LOB financials and increasing revenue• Manage communication with other support functions• Responsible for client communication• Establishing improvement plans for cross selling and enhancing customer experience• Using strong analytical and problem-solving skills to develop effective solutions for challenging situations Show less Develop, mentor and manage a team of (18-24) Contact Center Representative• Coach, monitor and provide feedback to agents on a regular basis to improve performance• Motivate staff to achieve all assigned targets and goals.• To communicate the management information and updates on policies and/or procedures to the operations team.• To ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements.• To build a solid customer service team that exceeds goals and expectations• To supervise the workload of the team, allocating team members to optimize service provision and support across the hours of the operation of the team.• To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients.• To supervise the team in accordance with the company policies and procedures.• To resolve interpersonal issues within the team and escalate if required. In any case the Supervisor must give direct feedback to the Assistant Contact Center Manager regarding these issues.• To schedule team staff meetings and functions.• To report to senior management on customer service metrics, opportunities, and threats.• To ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.• Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately Show less

  • Contact Center Manager

    Mar 2025 - now

  • Assistant Call Center Manager

    Feb 2023 - Mar 2025

  • Opertional supervisor

    May 2021 - Jan 2023

  • Customer Service Agent

    Oct 2020 - May 2021