Basic Info

Mostafa Eissa

7 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Contact Center Manager at Teleperformance

Experience Details

Contact Center Manager

Customer Service/Support

Manager

 Account Headcount & Language:

The headcount I manage is around 600 employees in two sites (Teleperformance Cairo & Indore) serving Emrati customers.
 We are serving du customers using different languages (English, Arabic, Hindi Bengali and Malayalm) to serve all customers living in UAE.
 I manage Inbound, outbound, E-mail, Back office Billing & Back office Technical LOBs and Sales LOBs.

 JOB DESCRIPTION:

Manages and is responsible for day-to-day activities of one or more unit of operations.
Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
Reviews financial data on Gross Margin/Operational Margin for team (at Supervisor level) on a hourly/daily/weekly/monthly/yearly basis and takes action as required.
Develop annual operating budgets and provide fiscal direction of the department.
Overseas the daily operations of the call center and its various components, ensuring compliance with set goals.
Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
Manages and develops a team of ACM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
Participate in monthly and quarterly ATAC meetings.
Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
Participates in the development and implementation of unit policies and procedures.
Participate in client meetings as required.
Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
Other duties as assigned.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Jul 2015 to present (1 year 5 months)
Assistant Contact Center Manager at Teleperformance

Experience Details

Assistant Contact Center Manager

Customer Service/Support

Manager

 Account Headcount & Language:

The Headcount I managed was around 170 employees in one site (Teleperformance Egypt) serving Canadian customers.
 We’re serving Wind customers using English and Arabic (rare cases) languages.
 I manage Inbound, Collections, E-mail, Social Media, Back office Billing and Back Office Technical LOBs.

 JOB DESCRIPTION:

 Analyzes the performance of the supervisors and team on an intraday/daily/weekly and monthly basis to maximize business performance.
 Reviews financial data on Gross Margin/Operational Margin for team (at Supervisor level) on an hourly/daily/weekly/monthly basis and takes action as required.
 Hold Educational Learning Plans (ELP’s) with their team of Supervisors according to the TOPS framework.
 Hold Daily Supervisor Meeting and In Shift Meetings with their team to focus and highlight priorities of shift.
 Work with other functional areas to ensure effective Work Force Planning is in place on the program.
 Identifies those supervisors who are not meeting goals and conducts one-on-one coaching sessions with (through TOPS management approach) and agrees action plans to follow.
 Schedules time with Supervisors performing well to praise them and identify further areas of improvement and agrees action plans to follow.
 Follows-up with supervisors after a prescribed period of time to identify if performance has improved.
 Walks around on the call floor to manage and identify areas of development for the operation.
 Studies performance reports to develop Agent Follow up tools to enhance performance of low performing Agents.
 Analyses data using techniques like Top Call Driver Analysis to identify priority actions for their team of Supervisors.
 Participates in Weekly, Monthly and Quarterly ATAC meetings.
 Ensure that all global initiatives are applied in line with company standards.
 Attends conference calls with clients to discuss project specific issues, areas of opportunity and best practice as required.
 Signs all payroll related issues created by Supervisor for approval including but not limited to exception hours, overtime, vacation leaves, sick leaves and attendance.
 Issues Incident Reports, disciplinary actions and/or human resources related documents.
 Coordinates directly with other managers to formulate specific action plans on a case to case basis.
 Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
 Other duties as assigned.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Apr 2014 to Jun 2015 (1 year 2 months)
Contact Center Supervisor at Teleperormance

Experience Details

Contact Center Supervisor

Customer Service/Support

Experienced (Non-Manager)

 Develop mentor and manage a team of (15-18) Contact Center Representatives.
 Coach, monitor and provide feedback to agents on a regular basis to improve performance.
 Motivate staff to achieve all assigned targets and goals.
 Improve performance by setting action plans and setting expectations to the team through the metrics.
 Manage through TOPS to maintain and improve the KPIs.
 To communicate management information and updates on policies and/or procedures to the operations team.
 To ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the effeciency of the team and to inform resources allocation and service improvements.
 To build a solid customer service team that exceeds goals and expectations.
 To supervise the workload of the team, allocating team members to optimise service provision and support across the hours of the operation of the team.
 To monitor the changing needs of the service, liaising with internal and external customers to identfy areas for improvement and make reccomentations for service improvement and implementing those improvements to the satisfaction of clients.
 To supervise the team in accordance with the company policies and procedures.
 To resolve interpersonal issues within the team and escalate if required. In any case the Supervisor must give direct feedback to the Assistant Contact Center Manager regarding these issues.
 To schedule team staff meetings and functions.
 To report to senior management on customer service metrics, opportunities, and threats.
 To ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.
 Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
 Other duties as assigned.


Company Details

Teleperormance (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Sep 2011 to Mar 2015 (3 years 6 months)
Contact Center Representative at Teleperformance

Experience Details

Contact Center Representative

Customer Service/Support

Entry Level

 Support and provide service via phones, e-mails ,social media ,chat ,etc..
 Use listening skills that support effective telephone communication to support the customer needs and requests.
 Apply appropriate actions to effectively resolve the customer request.
 Maintain accurate data input of consumer enquiries, questions and enter feedback on the customer services database.
 To ensure client complaints are dealt with and logged in line with the company’s complaints escalation policy.
 To provide a high level of customer service to clients at all times.
 To ensure all support calls and (when applicable) emails are answered and resolved within the agreed SLAs and logged appropriately.
 To work effectively as part of a team, developing effective and supportive relationships with colleagues.
 To troubleshoot through the use of open questions, support documents and system training.
 To have a sound knowledge of all products and services, understanding their use and functionality.
 To be able to offer recommendations to common problems or frequently asked questions.
 Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately.
 Other duties as assigned.


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Sep 2010 to Aug 2012 (1 year 11 months)

Achievements


I was the Head of Students Union in the school (2005-2006) i was the Founder of El Fajar Community in Cairo University (2006-2010) I'm STEPS Certified as Assistant Contact Center Manager in Teleperformance (2014) I'm STEPS Certified as Contact Center Manager in Teleperformance (2015) I've won the best student competition in my school (2005-2006) I ranked number two allover the country in communities activities competition in Luxor (2004-2005)

Education

Bachelor's Degree in Archaeology

Education Details

Bachelor's Degree

Archaeology

Cairo University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Cairo University
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Shebin El Qanater El Thanwya Banen

Egypt

2005

A / Excellent / 85 -100%

N/A

Shebin El Qanater El Thanwya Banen
2005

Training and Courses

Training/Course Details

STEPS Course

Nov 2015

Teleperformance

N/A

This profile is fresh!
Last update 3 days ago.

Jobseeker photo

Profile Skills and Keywords

ActingArabicArchaeologyAssistant Contact Center ManagerCommitmentConsumer ServicesContact Center ManagerContact Center RepresentativeContact Center SupervisorCustomer ServiceEnglishFairnessFootballHandles StressHard WorkerInnovativeLeaderLeading By ExampleMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft VisioMicrosoft WordMotivationPresenterReadingRunningSTEPS CourseSupportTeleperformanceTeleperormanceWriting

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Word

Microsoft Word

: Advanced

: Extreme - I love it!

:

5-7 years

Microsoft Visio

Microsoft Visio

: Intermediate

: High

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Hard worker, Presenter, Innovative, Handles Stress

Online Presence

https://www.linkedin.com/in/mostafa-eissa-04073778https://twitter.com/moustafadisho

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