Habiba Ahmed

Operation manager handling up to 13 leaders and more than 150 agents, responsible for everything related to agents performance including outliers management,bonus and achievement, payroll validation, salary concerns, adherence, risk list and resignations, also handling client communication, WBR, MBR and QBR, with daily touch points and calls with the clients.

Leaders follow up and coaching, monitoring and their day to day tasks.

Also responsible for the revenue, Managing budgets and forecasts

• Long-term planning to create initiatives that further the company’s overall goals
• Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities
• Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits
• Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives
• Organizational skills and the flexibility to jump from priority to priority, which are essential to a role that juggles a variety of functions and projects
• Client Communication.
• Communicating with the board or other senior officials about shifting company priorities and projects
• Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue
• Identifying opportunities to expand or shift course in order to take advantage of changes in the market
• Manage budgets and forecasts
• Perform quality controls and monitor production KPIs
• Recruit, train and supervise staff
• Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Find ways to increase the quality of customer service

Operation manager handling up to 13 leaders and more than 150 agents, responsible for everything related to agents performance including outliers management,bonus and achievement, payroll validation, salary concerns, adherence, risk list and resignations, also handling client communication, WBR, MBR and QBR, with daily touch points and calls with the clients.

Also responsible for the revenue, Managing budgets and forecasts.

Leaders follow up and coaching, monitoring and their day to day tasks.

• Long-term planning to create initiatives that further the company’s overall goals
• Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities
• Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits
• Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives
• Organizational skills and the flexibility to jump from priority to priority, which are essential to a role that juggles a variety of functions and projects
• Client Communication.
• Communicating with the board or other senior officials about shifting company priorities and projects
• Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue
• Identifying opportunities to expand or shift course in order to take advantage of changes in the market
• Manage budgets and forecasts
• Perform quality controls and monitor production KPIs
• Recruit, train and supervise staff
• Find ways to increase the quality of customer service

Responsible for more than 20 agents, KPIs, performance, payroll, motivational plans, and overseeing teams of employees and motivating them to complete their job duties effectively, also Responsible for the IC, shift manager, agents adherence and attendance to comply to the IC.
providing Team Members with daily objectives, developing and implementing reward systems to motivate employee productivity and communicating with upper management to determine the best methods for meeting business goals.
Develop a strategy that the team members can use to better reach a project’s goal.
Assign tasks to team members.
Determine the completion timeline and monitor progress to keep the project on track and on schedule.
Communicate clear instructions to team members.
Manage the flow of day-to-day operations.
Create and distribute reports to update the company on the team’s progress.
Managing the day-to-day activities of the team.
Creating a pleasant working environment that inspires the team.

responsible for 25 Agents coaching, KPIs performance, team support and escalation queue, also handling client escalation and hot topics.

Developing effective job coaching and employment plans

• Communicating with clients to understand their goals.
• Handling Escalations and angry customers and difficult queries.
• Team Support and nesting huddle.
• Monitor and evaluate progress
• Escalation queue.
• Team Support.
• Attending Client calls.

Customer service representative at UX CENTERS, handling technical and billing calls handling American customers and different nationalities.

Got transferred to specialization handling business customers and business calls.

Senior Expert CSR Helping with nesting agents coaching and performance.

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels. Acknowledging and resolving customer complaints.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.