Contact Center Manager
Mermaid Medical Clinic, Dubai - UAE
Mar 2022 - Present
Role Description
- Handling Contact Center Department requirements and responsibilities.
- Handling Customers complaints against the Clinic or Contact Center employee.
- Following up the Email, Chat and Social Media Queue responses and engagement rates.
- Handling Department KPI’s: Sales, AHT, ACW, Outbound rate, Escalation rate, C-Sat/D-Sat, Call Quality, Call flow, Productivity and Issue resolution.
- Following up with Contact Center Supervisors on the Call monitoring, Coaching, Side by side, and Remote monitoring monthly activities.
- Hosting In-Shift Meeting / Weekly Meeting with Contact Center Supervisors to discuss our daily issues, challenges and come up with resolutions.
- Providing Root Cause Analysis Excel Sheet, and Issue Resolution Presentation for a specific Issue/KPI.
- Collaborating with Clinic Manager, IT Manager, and Accounting Manager to speed up any unattended or delayed issue resolution.
- Following up the Contact Center daily revenue and coming up with action plans.
- Following up the Annual Contact Center budget and cost control plan.
Customer Service & Quality Team Manager
Nov 2020 - Feb 2022
Seven Medical Clinic, Dubai - UAE
Role Description
- Handling Call Center Team of 20 Customer Service Representative. • Handling Customers complaints about any of my Team Members.
- Handling Team KPI’s: AHT, ACW, Outbound rate, Escalation rate, C- Sat/D-Sat, Call Quality, Call flow, and Issue resolution.
- Call monitoring, Coaching, Side by side, and Remote monitoring.
- Attending In-Shift Meeting / Weekly Meeting with Call Center Manager to discuss our daily issues, challenges and come up with resolutions.
- Providing Root Cause Analysis Excel Sheet, and Issue Resolution Presentation for a specific Issue/KPI.
- Collaborating with Clinic Manager, IT Team Leader, and Accounting Manager to speed up any unattended or delayed issue resolution.
- Assisting Contact Center Manager in generating revenues, analyzing statistics and forming action plans.
Contact Center Supervisor
Oct 2018 - Oct 2020
Emaar Properties, Dubai - UAE
Role Description
- Handling Team of 13 Customer Service Representative.
- Handling Customers complaints about any of my Team Members.
- Handling Team KPI’s: AHT, ACW, Outbound rate, Escalation rate, C- Sat/D-Sat, Call Quality, Call flow, and Issue resolution.
- Call monitoring, Coaching, Side by side, and Remote monitoring.
- Daily tasks such as Seating plan, COPC Compliance, Client Compliance, update attendance/absence, reporting potential resignations, and submitting the Daily Outliers Sheet.
- Attending In-Shift Meeting / Daily Supervisor Meeting with the Account Manager Assistant to discuss our daily issues, challenges and come up with resolutions.
- Providing Root Cause Analysis Excel Sheet, and Issue Resolution Presentation for a specific Issue/KPI.
- Collaborating with Real Time Management Team and Account Manager before attending Client Conference Call related to issues in Service Level / Intervals.
Senior Advisor - Acting as Supervisor
Sep 2015 - Jul 2017
Teleperformance, Dubai - UAE
Role Description
- Handling Customers complaints about products.
- Handling Dissatisfied Customers about our Service Providers. • Approving exceptions when urgently needed.
- Handling complicated Technical Issues.
- Subject Matter Expert to New Joiners, and Technical Support Advisors.
- Assisting Supervisor in his daily tasks and taking his place whenever needed.
Customer Service Representative
Vodafone UK, Cairo - Egypt
Role Description
- Handling Customers complaints about their bills. • Handling Technical Issues in Network.
- Promoting our new Prepaid and Postpaid Offers.
Customer Service Advisor
Expedia Canada, Cairo - Egypt
Role Description
- Resolving all kind of Reservation Issues.
- Offering discounts, and facilitations.
- Calling Airlines, Hotels, Car Rental Offices worldwide to discuss best options for our customers satisfaction.
