Waleed Hesham Abdel Mageed

Orange Egypt

• Sr. Supervisor, Technology Planning ManagementFull Time

  Apr 2022 - Present -3 yrs, 2 months

  • Job Details:o Responsible of Network OpEx (Operational Expenses) o Perform Opex Budget Exercise.  Validate requested budget with stakeholders.  Attend meetings with Top Management up to CTIO (Chief Technology & Information Officer) to discuss the requested budget.  Classifying budget reductions (Vouchers, High Level Cuts & Initiatives)  Communicate the agreed budget with Finance. o Close monitoring for network CEP (Cost efficiency Program). o Make sure that we are following the right path to achieve the Budget vs Actual figures and report the status to the CTIO o Periodically revisit Budget and calculate expected landing for Quarter, Half and End of year. o Raise red flag in case of expecting any risk and provide mitigation plans. o Ensure that the New PRs (Purchase Requests)/POs (Purchase Orders) match the preset Budget of each contract.
• Call Center Team leaderFull Time

  Jul 2007 - Mar 2022 -14 yrs, 8 months

  Egypt , Cairo

  • Job Details:o Manages daily operation. o Responsible for both the assist on hunt & on floor teams. o Responsible for the admin & training team o Set teams objectives. o Interviewing and filtering new Assist & Training members to compare their qualifications to the job requirements. o Monitoring adherence (Team Members punctuality) o Make sure the agents’ info is up to date with recent changes, promotions, products. o Reporting global incidents to concerned departments. o Monitors calls and set proper coaching. o Appraising and evaluating team members. o Generating team members’ reports. o Generating reports to measure the department’s overall performance on monthly and H levels. o Creating quizzes for the call center. o Review the team reports and performance figures then conduct the needed one-to-one meeting with them and set mitigation plans. o Communicating with process team for Workflow changes/modifications. o Creating schedules for team members according to business needs. o Handling any escalated Calls and trying to retain the customer if needed.