Workforce Team Leader with 17 years of experience, 15 years at Vodafone Egypt in the field of Telecommunication from Workforce Optimization to People Management, Customer Care, Training and Contact Centers. Flexible, detail oriented and quick learner. Always been recognized for the quality of my work, the ability to work under pressure and meet targets & deadlines.
EMPLOYMENT EXPERIENCE
Vodafone Egypt, Telecommunication
2016 - Workforce Performance Team Leader (Workforce Optimization)
Leading 3 level 5 team members. Manage validation for accuracy and adhering to time lines.
Monitor team daily tasks and try renovating. Monthly one on one and team meeting.
Attend planning meeting for calculating yearly budgeted head count and calls. Responsible for HODs and director meeting data and reports.
Communicate mid and final performance appraisal. Setting weekly and monthly work plan for accessing and reporting internal and external.
2015 - Blended Supervisor - (Customer Operation)
Leading 14 level 4 front line team members. Checking attendance, adherence and login behavior.
Make sure of the level of quality and NPS. Conduct the needed training for every team member.
Monthly one on one and team meeting for making the way clear and where we stand. Communicate mid and final year appraisal.
Team building. Team personal development plane.
2012 - Workforce Performance Senior Analyst - (Workforce Optimization)
Access scheduling, intraday and leave team p