MM
Mostafa Mahmoud
Operations Deputy Manager at Careem
GizaWork Experience
Careem
Feb 2023 - Present -2 yrs, 4 months
Egypt
- Job Details:Responsible for leading operations across voice and non-voice accounts, ensuring performance excellence, coaching team leaders, and enhancing client relationships.
Vodafone
Mar 2016 - Jan 2023 -6 yrs, 10 months
- Job Details:Led a team of inbound call center representatives, handled escalated customer inquiries, and tracked team performance metrics.
Vodafone Egypt
Sep 2015 - Feb 2017 -1 yr, 5 months
- Job Details:Supported frontline teams, tracked performance, and handled inquiries.
Wasla Contact Center - Vodafone Egypt
Nov 2014 - Aug 2015 -9 months
- Job Details:Responded to inquiries, explained plans, and resolved issues.
Education
Bachelor's Degree in Computer and Information
Thebes Academy
Skills
- Conduct calibration meetings with clients
- Develop proposals to enhance project performance
- Prepare reports for clients and agents
- Plan and conduct daily meetings to discuss performance
- Train new employees on operations
- Manage floor tasks (q-sl, q-aht, q-interval, q-breaks, q-shrinkage)
- Plan weekly capacity and handle floor requests
- Leadership & Team Coaching
- Customer Experience (CX)
- Quality assurance (QA monitoring, audits)
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Languages
English
Intermediate