Mostafa Omar Email & Phone Number

Cairo, Egypt

Cairo, Egypt

- Hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.- Ensuring agents understand and comply with all contact center objectives, performance standards, and policies.- Answering agent questions regarding best practices or difficult calls.- Identifying operational issues and suggesting possible improvements.- Monitoring and evaluating agent performance, providing… Show more - Hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.- Ensuring agents understand and comply with all contact center objectives, performance standards, and policies.- Answering agent questions regarding best practices or difficult calls.- Identifying operational issues and suggesting possible improvements.- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.- Preparing reports and analyzing data to assist management as they determine contact center goals.- Forecasting contact volume and scheduling the staff around the forecast contact volumes- Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism- Creating a Business Continuity Plan (BCP)- Working with other management team members to support agents and maximize customer satisfaction. Show less

Cairo, Egypt

• Handling daily customer complaints related to contact center.• Provide customer service to SME's customers through phone.• Receives inbound calls from customers and makes outbound calls to follow up with customer's and sends E-mail correspondence.• Assists customers with questions or issues regarding their accounts or credit cards received via phone.• Respond to faxes and emails, uses multiple computer systems for tracking, information gathering, and troubleshooting.•… Show more • Handling daily customer complaints related to contact center.• Provide customer service to SME's customers through phone.• Receives inbound calls from customers and makes outbound calls to follow up with customer's and sends E-mail correspondence.• Assists customers with questions or issues regarding their accounts or credit cards received via phone.• Respond to faxes and emails, uses multiple computer systems for tracking, information gathering, and troubleshooting.• Handle client problems, answer general inquiries and complaints.• Communicate with internal departments for resolutions.• Meets monthly / annual individual and department performance goals and metrics. Show less

• Work as focal point with different units.• Handling daily customer complaint and requests.• Insure processing of day to day activity with no delay.• Insure accuracy of the customer complaint and request processing.• Comply with operational risk and rigor standards in respect of protecting people, customers, assets and the organization.• Insure compliance with Visa rules and regulations.• Achieve individual operational performance targets and support the achievement of… Show more • Work as focal point with different units.• Handling daily customer complaint and requests.• Insure processing of day to day activity with no delay.• Insure accuracy of the customer complaint and request processing.• Comply with operational risk and rigor standards in respect of protecting people, customers, assets and the organization.• Insure compliance with Visa rules and regulations.• Achieve individual operational performance targets and support the achievement of team targets. Show less