Mostafa Ahmed " SSYB - CAPM - ICPM "

Experience

• 

  Raya CX

  Aug 2015 - May 2018

  Senior Account Advisor Etisalat UAE

  Handling inbound and outbound calls in a timely mannerFollowing call center “scripts” when handling different topics.Identifying customers’ needs, and handling Different types of complaints

• 

  Almosafer

  May 2018 - Nov 2019

  Reservations Ticketing Agent

  Handling inbound and outbound calls in a timely mannerFollowing call center “scripts” when handling different topics.Identifying customers’ needs, and handling Different types of complaints

• 

  Cairo International Trade

  Nov 2019 - Aug 2020

  Call Center Team Lead

  1. Supervises/manages: the daily activities and performance of the Account Advisors2. Generates and sends: agreed reports to clients regularly as per client requirements3. Handles Account Advisors: needed for on-job training and coaching4. Monitors transactions to ensure that QA standards are met5. Ensures the Advisor's KPI's are met (daily/ weekly/monthly)6. Coordinates, as needed, with all supporting functions to eliminate any problems affecting the operations7. Asses the Advisor's performance on a monthly basis and calculates variations on set standards8. Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA's and occupancy targets 9. Ensure achievement of KPIs10. Ensures that end-user privacy policies are properly implemented11. Ensures that Team members adhere to COC policies12. People Management & Leadership: Provides leadership and guidance to own the team Show less

• 

  Atheel Contact Center

  Aug 2020 - now

  1. Supervise, monitor and analyze daily activities in order to implement changes and increase both sales and customer satisfaction.2. Generates and sends: agreed reports to clients regularly as per client requirements3. Conduct regular reviews of all call center agents' performance and organize training sessions for underperformers5. Ensures the Advisor's KPI's are met (daily/ weekly/monthly)6. Coordinates, as needed, with all supporting functions to eliminate any problems affecting the operations7. Asses the Advisor's performance on a monthly basis and calculates variations on set standards8. Understand all organization’s products, services, procedures, and guidelines and communicate the same to all team members 9. Ensures that end-user privacy policies are properly implemented10.Ensures that Team members adhere to COC policies11. People Management & Leadership: Provides leadership and guidance to own the team12.Revise schedule to and maintains appropriate staffing levels including shift patterns and the number of staff required to meet demand.13.Develop and implement contact center strategies and processes that align with our company's goals and objectives.14. Responsible for the call center unit budget Show less 1. Supervise, monitor and analyze daily activities in order to implement changes and increase both sales and customer satisfaction.2. Generates and sends: agreed reports to clients regularly as per client requirements3. Conduct regular reviews of all call center agents' performance and organize training sessions for underperformers4. Monitors transactions to ensure that QA standards are met5. Ensures the Advisor's KPI's are met (daily/ weekly/monthly)6. Coordinates, as needed, with all supporting functions to eliminate any problems affecting the operations7. Asses the Advisor's performance on a monthly basis and calculates variations on set standards8. Understand all organization’s products, services, procedures, and guidelines and communicate the same to all team members 9. Ensures that end-user privacy policies are properly implemented10.Ensures that Team members adhere to COC policies11. People Management & Leadership: Provides leadership and guidance to own the team12.Revise schedule to and maintains appropriate staffing levels including shift patterns and the number of staff required to meet demand.13.Develop and implement contact center strategies and processes that align with our company's goals and objectives.14. Responsible for the call center unit budget Show less 1. Supervises/manages: the daily activities and performance of the Account Advisors2. Generates and sends: agreed reports to clients regularly as per client requirements3. Handles Account Advisors: needed for on-job training and coaching4. Monitors transactions to ensure that QA standards are met5. Ensures the Advisor's KPI's are met (daily/ weekly/monthly)6. Coordinates, as needed, with all supporting functions to eliminate any problems affecting the operations7. Asses the Advisor's performance on a monthly basis and calculates variations on set standards8. Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA's and occupancy targets 9. Ensure achievement of KPIs10. Ensures that end-user privacy policies are properly implemented11. Ensures that Team members adhere to COC policies12. People Management & Leadership: Provides leadership and guidance to own the team Show less

  • Operations Supervisor

    Mar 2024 - now

  • Senior Team Lead

    Sept 2022 - Mar 2024

  • Contact Center Team Lead

    Aug 2020 - Sept 2022