Nour Aldeen

Team Leader

Transcom • Full-time

Oct 2023 - Present • 2 yrs 9 mos

Contact Center Team Leader and Operations Automation Specialist with a proven track record in large scale customer support and BPO environments. I bridge the gap between frontline agent performance and executive data analytics, helping operations scale through custom automation. Leading support squads and managing nested team hierarchies showed me how much productivity is lost to fragmented tracking. To solve this, I design custom spreadsheet architectures and automation scripts that turn messy, real time performance data into clean, actionable business intelligence. Key Achievements and Expertise: I engineered an end to end call center QA pipeline linking Google Forms directly with backend ledgers. Powered by Google Apps Script, it processes agent compliance, calculates weighted evaluation scores, and instantly sends client branded, color coded HTML scorecards to agents. It keeps senior leadership automatically in the loop by CCing upper management on critical compliance errors like GDPR or process defects. I developed a multi environment payroll and attendance consolidation engine. This centralized system pulls separate data streams from real time adherence tracking software, operational penalty sheets, and HR bonus policies into one secure ledger. It calculates actual hours, manages KPI deductions, and automates seasonal allowance eligibility, turning a multi day bottleneck into an instantaneous sync. I build robust database rosters tracking hundreds of customer support agents across multiple onboarding waves, distinct queues, and operational phases. My data models isolate defect root causes, track strict SLA commitments, and provide clear historical analysis for operations managers. By combining frontline contact center leadership with automated development, I help clients eliminate manual reporting and create total operational transparency from the agent desk up to senior management.