Mustafa Amin Email & Phone Number

Cairo, Cairo Governorate, Eg

Marsa Alem, Al Bahr Al Ahmar, Egypt

Performance Management and Appraisals:- Develop and implement performance management frameworks, including performance appraisal processes, to drive employee growth and organizational effectiveness.- Collaborate with managers to establish performance goals, monitor progress, and provide actionable feedback.Recruitment and Talent Acquisition:- Manage the entire recruitment lifecycle, from sourcing candidates and conducting assessments (e.g., IQ and English tests) to final… Show more Performance Management and Appraisals:- Develop and implement performance management frameworks, including performance appraisal processes, to drive employee growth and organizational effectiveness.- Collaborate with managers to establish performance goals, monitor progress, and provide actionable feedback.Recruitment and Talent Acquisition:- Manage the entire recruitment lifecycle, from sourcing candidates and conducting assessments (e.g., IQ and English tests) to final selection.- Conduct phone and in-person interviews in collaboration with hiring managers to identify top talent aligned with organizational needs.- Oversee onboarding processes, ensuring a smooth transition and compliance with all hiring requirements.Compensation and Benefits:- Administer accurate salary calculations based on timesheets, remote working hours, and overtime.- Prepare detailed and compliant salary statements for all employees.Leave Management:- Maintain up-to-date tracking of annual and sick leaves, ensuring compliance with company policies and labor laws.- Address leave-related queries and discrepancies efficiently.Medical Insurance Coordination:- Serve as the primary liaison for medical insurance-related matters, including policy administration, employee claims, and reimbursements.- Partner with insurance providers to deliver timely and effective services to employees.Team Management:- Lead and mentor the HR Administration Specialist team, fostering a collaborative environment to streamline HR operations and administrative processes. Show less

Maadi, Cairo Governorate, Egypt

•Quality Assurance Consultation:-Collaborate closely with the customer service team to ensure they provide exceptional support through calls and emails.-Implement best practices, monitor interactions, and provide constructive feedback to enhance service quality.•Job Descriptions and Organizational Criteria:-Create and update job descriptions for customer service roles, aligning them with best-performing organization standards.-Ensure clarity, competencies, and alignment… Show more •Quality Assurance Consultation:-Collaborate closely with the customer service team to ensure they provide exceptional support through calls and emails.-Implement best practices, monitor interactions, and provide constructive feedback to enhance service quality.•Job Descriptions and Organizational Criteria:-Create and update job descriptions for customer service roles, aligning them with best-performing organization standards.-Ensure clarity, competencies, and alignment with company values.•Training and Calibration Sessions:-Conduct regular training and calibration sessions for operations team managers and supervisors.-Elevate delivery standards, reinforce quality expectations, and foster a cohesive team environment.•Care Team Performance Enhancement:-Attributes Control: Oversee all aspects related to quality, CSAT (Customer Satisfaction), and FCR (First Call Resolution) performance.-Coach agents, analyze trends, and develop action plans to improve overall team effectiveness.•Process Optimization and Customer Satisfaction:-Enhance issue resolution procedures to drive customer satisfaction within the contact center.-Collaborate with cross-functional teams to streamline processes and ensure consistent service excellence. Show less

Cairo, Egypt

•Quality Assurance and Customer Satisfaction:-Guarantee that agents provide top-tier customer service and satisfaction.-Continuously enhance processes and procedures to improve issue resolution and customer contentment.•HR-Driven Agent Development:-Oversee the recruitment and training of customer service agents to ensure a high-quality talent pool.-Implement performance management strategies to elevate service standards and agent capabilities.•Technology… Show more •Quality Assurance and Customer Satisfaction:-Guarantee that agents provide top-tier customer service and satisfaction.-Continuously enhance processes and procedures to improve issue resolution and customer contentment.•HR-Driven Agent Development:-Oversee the recruitment and training of customer service agents to ensure a high-quality talent pool.-Implement performance management strategies to elevate service standards and agent capabilities.•Technology Collaboration:-Partner with the technology department to refine IVR (Interactive Voice Response) systems and self-help solutions for customers.-Leverage technology to streamline customer interactions and enhance service delivery.•Operational Excellence:-Identify and address operational gaps, utilizing agent scripts to optimize customer interactions and issue resolution.-Foster a feedback-driven culture where agents are encouraged to contribute to continuous improvement initiatives. Show less

Cairo, Egypt

•Complaint Resolution Expertise:-Investigate and address customer complaints promptly, ensuring a satisfactory resolution.-Maintain a positive customer relationship, even in challenging situations.•Process and Procedure Enhancement:-Continuously improve issue resolution processes to enhance customer satisfaction.-Develop and refine customer service procedures to meet the evolving needs of the business.•Cross-Departmental Collaboration:-Work closely with the… Show more •Complaint Resolution Expertise:-Investigate and address customer complaints promptly, ensuring a satisfactory resolution.-Maintain a positive customer relationship, even in challenging situations.•Process and Procedure Enhancement:-Continuously improve issue resolution processes to enhance customer satisfaction.-Develop and refine customer service procedures to meet the evolving needs of the business.•Cross-Departmental Collaboration:-Work closely with the technology department to upgrade IVR systems and develop self-help solutions for customers.-Identify opportunities for operational improvements and collaborate on implementing them.•Quality Assurance:-Monitor and evaluate customer service interactions to ensure compliance with COPC standards.-Provide feedback and coaching to agents to uphold first-class service standards. Show less

Handling customers' needs and solve problems that related to Mobile services

Credit Card Telesales for Citi BankCustomer Service Outbound for VodafoneTeam delegator for Vodafone Data entry and data collection

Master'S Degree, Human Resources Management And Services, B+

Bachelor'S Degree, Business/Commerce, General