Omar Mostafa Email & Phone Number

Remote

• Oversee the performance of Team Leaders, ensuring alignment with organizational goals, support KPIs, operational efficiency, and customer satisfaction.
• Drive the strategy for product-led growth across all technical support and advisory services, ensuring seamless integration with Microsoft technologies, insight gathering, innovation and experimentation to help improve.
• Foster a culture of innovation, flexibility, and continuous learning within business framework, enhancing our ability to adapt to changing customer needs and technology landscapes.
• Engage in high-level strategic planning, working closely with senior management to align operations with broader organizational goals and customer strategies.
• Maintain a proactive approach to problem-solving, anticipating challenges, and implementing solutions that enhance service delivery and customer satisfaction

Cairo, Egypt

• I'm responsible for coaching and supervising a group of Team Leaders (Business Project Managers) and their direct reports. As well as being responsible for building and maintaining client relationships, meeting service.
• Maintain and grow revenue of program, responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs.
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction.
• Maintain relationships with strategic stakeholders in order to facilitate open communications, understand changing technologies and stay abreast of industry trends.

• As a senior team manager, I'm responsible for coaching and supervising a group of Team Leaders (Business Project Managers) and their direct reports. As well as being responsible for building and maintaining client.
• Maintain and grow revenue of program, responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relation/recognition programs.
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction.
• Maintain relationships with strategic stakeholders in order to facilitate open communications, understand changing technologies and stay abreast of industry trends.

Egypt

• Was responsible for the day-to-day supervision of a group of technical support associates, to ensure performance metrics are achieved by providing adequate coaching, motivation and accountability.Essential.
• Responsible for the day-to-day supervision of a group of technical support associates including work and attendance monitoring in accordance with organization policy.
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
• Identify performance related issues, develop an action plan for improvement, implement corrective actions.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Communicate expectations to employees and provide timely updates.

• Collaborate with clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
• Monitor staff organization and suggest improvements to daily functionality when needed Record.
• Analyze and distribute statistical information Evaluate interactions between associates and customers to assess personnel performance and customer satisfaction Apply coaching techniques and tools to support managers.
• Assisted with automating many of the weekly reports, saving around 60 hours per week for me and my colleagues

Cairo, Egypt