Mohamed Chaara

The main responsibilities of my role are: • Designing and implementing the new contact center. • Managing and supervising the overall performance of the contact center.

Providing a full complement of tailored contact center consulting programs designed to insure that the right recommendations for each individual case are provided without bias to meet a variety of client needs, including - but not limited to - reporting, sizing, health and quality check, costing analysis, and outsourcing analysis.

* Managing and supervising the performance of MIS Specialist and Customer Service executives * Analysis of trends and performance data to achieve client and internal targets, eliminate wastage, and to optimize performance * Identifying performance related issues and providing solutions * Designing reporting templates and tools * Analysis of trends and performance data to achieve client and internal targets, eliminate wastage, and to optimize performance.

* Designing reporting templates and tools * Scheduling agents and support team for all the contact center projects (More than 900 agents and support team members) using Erlang-C Scheduling Tools. * Communicating with internal and external clients * Running reporting tools and analyzing contact center KPIs * Assisting in the real time floor management to achieve the contact center targets.

* Handling inbound and outbound enquires with regards to the NMS tracking system. * Communicating with the clients with regards to the requirements and progress of system implementation * Attending conference calls and providing weekly and monthly updates to the clients

* Handling inbound and outbound inquiries related to Nokia products and services * Assisting in the real time floor management to achieve the contact center targets

CS Trading is a trading company involved in import and export. As a representative, I reported to the managing director, and I have traveled to China and Hong Kong to source for electronics suppliers during the Hong Kong Spring Fair and the Cantoon Fair.