Ahmed Mahmoud

Manage daily Shift operations. Scheduling, forecasting. Process Management to enhance & easies the work flow Quality control through monitoring the team tasks. KPI management / performance management Coach, Motivate and Support through a coaching culture. Setting operational objectives for the teams and individuals. Ensures the compliance of the operational objectives with the departmental objectives. Draft strategic business plans to enhance Customer Journey.(Consumer Segment) Enhance the Customer Journey by reducing the Service level Agreement, Empower the Team & increase the First Line resolution percent Monitoring the Call Center Call backs & Repetitive Complaints. Unify the causes of consumer cancellation reasons, to have a more accurate analysis regarding Churn Ensure a healthy working environment for the department employees. Forecast, submit and validate (if applicable) headcount budget proposals according to the business needs Plan and manage the annual budget while monitoring and controlling resources Enhance Customer Experience Customer Relationship Management (CRM) Service Delivery Process Improvement Customer Satisfaction Business Intelligence (BI)