Moamen Youssef

I am an Assistant Contact Center Manager at Teleperformance Egypt, where I have been instrumental in managing inbound calls, emails, escalations, and social media interactions for Etihad Airways since February 2023. My role involves overseeing the account's P&L, maximizing productivity, and reducing turnover while ensuring the highest level of service delivery.

Previously, I served as a Contact Center Supervisor, where I led teams handling social media and phone communications for TUI Airways UK. My responsibilities included managing daily operations, tracking performance metrics, and collaborating with various departments to enhance service quality. I take pride in generating insightful reports on call center performance and forecasting staffing needs to align with business demands.