Sohayla Ehab
Assistant Contact Center Manager
258 Al Narges Apartments, New Cairo,C
Summary
Responsible Manager, passionate about delivering outstanding quality and service. Offering 5+ years of experience in contact center industry with history of recognition for performance. Managing a headcount of 100 employees and 6 Team leaders and experienced in launching new line of business. Looking for a new management role where hard work and dedication will be valued.
Overview
6
6
years of professional experience
1
1
Certification
1
1
Language
Work History
Assistant Contact Center Manager
Teleperformance
01.2022 - Current
- Certified Lean Six Sigma Yellow Belt. Managing team of 6 Supervisors and headcount of 100 employees. Driving performance to meet client (performance and financial) goals by analyzing key performance metrics to identify areas of improvement and ensure implementing targeted action plans. Supervising, delegating tasks , training and giving feedback. Following up with multiple departments (Training - Quality - WFM ) and ensuring daily operational tasks are taking place. Experienced in launching new line of business. Building good relationship with clients.
Operations Supervisor
Teleperformance
02.2021 - 12.2021
- Managed a team of 20 technical advisors. Daily monitoring and coaching to identify and work on the team opportunities. created a motivational work environment and regular support and managed successfully to achieve all KPIs during 10 months.
French Technical Advisor
Teleperformance
06.2020 - 12.2020
- Followed user guides and manual to troubleshoot and isolate software and hardware issues. Used strong communication skills to handle and deliver the best customer experience.
French Travel Agent
Teleperformance
06.2018 - 05.2020
- Handled travel arrangements for individual or groups and organized all holiday matters from beginning to end including booking tickets and accommodation. Supervised payment and handled sensitive informations. Achieved conversion target by understanding customer needs and providing best deals.
Education
License Degree in Translation - Language And Translation
Faculty of Alsun - Ain Shams University
Cairo 04.2001 -
Skills
People Management
Coaching skills
Handling and Communication skills
Strong data analysis and presentation skills
Microsoft Excel/Power Point/PowerBI
Time Management
Multitasking
Certification
Lean Six SigmaYellow belt - French Delf C1
Timeline
Assistant Contact Center Manager
Teleperformance
01.2022 - Current
Operations Supervisor
Teleperformance
02.2021 - 12.2021
French Technical Advisor
Teleperformance
06.2020 - 12.2020
French Travel Agent
Teleperformance
06.2018 - 05.2020
License Degree in Translation - Language And Translation
Faculty of Alsun - Ain Shams University
04.2001 -
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