Mohamed Hussein
Call Center Manger
Giza
Summary
Dynamic Call Center Manager with a proven track record at Manger, enhancing team performance through effective coaching and innovative workforce management. Skilled in quality controls and complaint resolution, I successfully streamlined operations, boosting customer satisfaction and engagement. Committed to fostering a positive workplace culture while achieving performance targets.
Diligent [call center] with solid foundation in managing call center operations and ensuring high customer satisfaction. Proven track record of improving team performance and streamlining processes. Demonstrated leadership and problem-solving skills to drive efficiency and enhance team collaboration.
Experienced with managing call center teams to deliver exceptional customer service. Utilizes strategic planning and process optimization to improve efficiency. Track record of fostering team collaboration and ensuring adaptability to changing demands.
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management, and team leadership.
Experienced call center professional with strong focus on team collaboration and achieving results. Adept at leading teams, optimizing workflows, and enhancing customer satisfaction. Known for adaptability and reliability in dynamic environments. Expertise in conflict resolution, performance management, and strategic planning.
Customer service professional equipped to drive team success and operational efficiency. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management.
Overview
15
15
years of professional experience
Work History
Call Center Manager
Manger
02.2025 - Current
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- call analysis for the team and solve all problems .
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Evaluated data to identify trends and determine customer service needs.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Determined quality assurance benchmarks and set standards for improvement.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Established and oversaw performance targets for call center associates.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Human Resources Assistant
Assistance
01.2021 - 02.2025
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Developed strong relationships with employees through consistent communication and support, leading to increased retention rates.
- Coordinated employee training programs to promote professional development and skill enhancement.
- Supported HR Manager in strategic planning sessions focused on organizational development and growth.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Organized new employee orientation schedules for new hires.
- Processed employee termination paperwork at direction of supervisory staff.
- Played a key role in conflict resolution efforts, resulting in improved workplace harmony.
- Provided assistance during annual performance review processes, collecting data to help inform evaluations and goal setting initiatives.
- Enhanced onboarding experience for new hires by creating comprehensive orientation materials and training programs.
- Facilitated open lines of communication between management and staff, fostering a positive work environment.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Assisted in creation of training and development programs, addressing skill gaps and promoting career growth.
- Enhanced internal communication with development of monthly newsletter, highlighting team achievements and HR updates.
- Addressed employee grievances, facilitating conflict resolution and maintaining positive work atmosphere.
Call Center Advisor
Employer
06.2014 - 09.2021
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Utilized various software tools to efficiently track customer interactions and maintain detailed records of each call.
- Handled escalated customer complaints professionally, working towards mutually beneficial resolutions whenever possible.
- Trained new hires on company policies, procedures, and software systems, ensuring their smooth integration into the team.
- Boosted customer retention rates with exceptional service and rapport-building skills.
- Supported the implementation of new technology platforms aimed at enhancing overall call center operations and productivity levels.
- Identified opportunities for upselling and cross-selling, contributing to increased sales revenue.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
Lawyer's Assistant
Lawyer Office
07.2010 - 04.2014
- Assisted attorneys in preparing for trials, contributing to successful case outcomes.
- Managed high volumes of confidential client information with utmost discretion and attention to detail.
- Handled case-related inquiries from clients professionally while maintaining strict confidentiality.
- Improved office efficiency by implementing new filing systems for easy access to important documents.
- Facilitated clear communication between attorneys and clients through prompt responses to phone calls and emails.
- Enhanced client relations by providing professional and empathetic support during challenging legal situations.
- Organized social events within the firm that fostered positive relationships among team members.
- Achieved client satisfaction by efficiently managing legal documents and correspondence.
- Coordinated schedules, appointments, and court dates for multiple attorneys, ensuring timely attendance and preparation.
- Supported attorney''s caseload management through effective organization and prioritization of tasks.
- Streamlined office processes for increased efficiency and time management.
- Drafted accurate legal documents under tight deadlines, contributing to the smooth operation of the law practice.
- Assisted with trial preparation efforts such as exhibit creation, witness coordination, and document review.
Education
Bachelor - Arbic Law
04.2001 -
Skills
Call center customer service
Timeline
Call Center Manager - Manger
02.2025 - Current
Human Resources Assistant - Assistance
01.2021 - 02.2025
Call Center Advisor - Employer
06.2014 - 09.2021
Lawyer's Assistant - Lawyer Office
07.2010 - 04.2014
Cairo University - Bachelor, Arbic Law
04.2001 -