Moustafa Omar

Operations Supervisor at WASLA outsourcing

• Egypt - Cairo
• September 2009 to November 2013

Monitors, coaches and guides team leaders in order to teach them how to manage their teams.
 Share with management in putting the strategy of the operations in order to set the perfect module for running the business.
 Motivate, Inspire, stimulate, instruct, direct, coach, brief and manage performance (Team leaders and agents).
 Monitoring the quality and effectiveness of the training on products and services.
 Making monthly meetings with the team leaders to improve their performance if they need and to coach them and direct them to the right way.
 To promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others, providing feedback and guidance to agents on a regular and timely basis to help reach goals.
 Lead and motivate the teams and the Team Leaders to maximize effectiveness of the deliverables.
 Monitor team quality of work and ensure that client expectations are being met at all levels.
 Communicate directly with the client to ensure running the operation in a right way and incase of any technical modification in the operation.
 Provides - on the spot - support and guidance to team leaders
 Promotes good listening skills.
 Maintains Service Level goals.
 Promotes team work and Contact Center success