Basic Info

Ahmed Ahmed

13 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Call Center Operation Manager ( WFM- Quality-Training) at Heliopolis Developers Group (HDG)

Experience Details

Call Center Operation Manager ( WFM- Quality-Training)

Customer Service/Support

Manager

• Managing Contact Center Operation ( Inbound- Outbound ) and (phone & non- phone) transactions with my operational team ( Supervisors- T/Ls- Agents) .
• Responsibility for WFM ( Sizing- Forecasting - Scheduling- Adherence)
Management of (Average handling time, Occupancy, Service Level and etc.)
•Ensuring the most efficient use staffing resources to meet customer demand for each 30 minutes interval daily, weekly and monthly.
• Conduct staffing needs analysis to identify the gap between current workforce and future workforce needs.Support insetting yearly budget .
Quality targets achievement according to COPC standards.
• Customer satisfaction optimization (Top and Bottom boxes targets ).
• Measure service quality. Initiate plans and develop quality programs.
• Ownership of applying the (COPC & ISO) rules & regulations. Conducting comprehensive audit .Managing Table F Performance and process.
• Training Management effectiveness and training needs using a structured methodology to design and develop programs.
Assuring Training programs correctly aligned with our objectives.


Company Details

Heliopolis Developers Group (HDG)

Cairo, Egypt

101-500 employees

Real Estate/Property Management

N/A

Nov 2015 to present (1 year 8 months)
International & Technical Call Center Team Leader at Xceed

Experience Details

International & Technical Call Center Team Leader

Customer Service/Support

Manager

Working at accounts ( Spanish Microsoft Technical Support- IBM -TE Data-Mobinil -Ghabbour Motors)

Leading my operational team to achieve the Microsoft Spanish Technical Support and other accounts . Optimization the customer satisfaction & dissatisfaction trends using VOC ( Voice Of Customer) survives.Quality targets achievement accordingly to the COPC standards. Managing Table F, KUIQA and PST trends .



Company Details

Xceed

Giza, Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2007 to Oct 2015 (8 years)
Spanish EMEA Microsoft Customer Technical Support at Xceed

Experience Details

Spanish EMEA Microsoft Customer Technical Support

Customer Service/Support

Entry Level

N/A


Company Details

Xceed

Giza, Egypt

More than 1000 employees

Telecommunications

N/A

Jun 2004 to Sep 2007 (3 years 3 months)

Achievements


Best performer team Leader 2013


2010


Best T/L 2015 Best T/L 2014

Education

Bachelor's in Alsun Faculty

Education Details

Bachelor's

Alsun Faculty

Ain Shams University, Egypt

A / Excellent / 85 -100%

Spanish & Germany languages

Computer skills

Ain Shams University
1999 - 2003
High School - Thanaweya Amma

High School Details

Thanaweya Amma

language school

Egypt

1999

A / Excellent / 85 -100%

N/A

language school
1999

Certifications

Certificate details

Leadership course

Dec 2010

100 out of 100

N/A

N/A

American Chamber

N/A

D.E.L.E Diploma
Jan 2003

Certificate details

D.E.L.E Diploma

Jan 2003

N/A

N/A

N/A

Salmanca University

N/A

Business Diploma
Mar 2012

Certificate details

Business Diploma

Mar 2012

N/A

N/A

N/A

N/A

COPC Cordinator
Jul 2008

Certificate details

COPC Cordinator

Jul 2008

N/A

N/A

N/A

COPC

N/A

Certificate details

Six Sigma Black Belt

Mar 2010

N/A

N/A

N/A

AB Institute

N/A

Training and Courses

Training/Course Details

Leadership

Jul 2011

Guru Mea training Center

Leadership

Training/Course Details

Finance For Non-Finance

Apr 2015

TE

N/A

Training/Course Details

Inspiring Leadership

Jan 2011

American Chamber

N/A

Training/Course Details

Emotional Inelegance

Aug 2013

AB

N/A

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Last update was today

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Profile Skills and Keywords

Alsun FacultyAnalyticalArabicAvayaBusiness DiplomaBusiness-orientedCOPCCOPC CordinatorCall CenterCall Center Operation Manager ( WFM- Quality-Training)CiscoCommitmentContact CenterCreativityCustomer ServiceD.E.L.E DiplomaEfficiencyEmotional IneleganceEnglishFairFinance For Non-FinanceGermanInformation Technology (IT)Inspiring LeadershipInternational & Technical Call Center Team LeaderLanguagesLeaderLeadershipLeadership CourseManegmentNetworksPlannerProblem SolverProfessionalProperty ManagementReal EstateSix Sigma Black BeltSpanishSpanish EMEA Microsoft Customer Technical SupportSupportTelecommunications

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Spanish

Spanish

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Networks

Networks

: Expert

: Extreme - I love it!

:

More than 7 years

Information Technology (IT)

Information Technology (IT)

: Expert

: Extreme - I love it!

:

More than 7 years

Avaya

Avaya

: Expert

: Extreme - I love it!

:

More than 7 years

Cisco

Cisco

: Expert

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Call Center

Call Center

: Expert

: Extreme - I love it!

:

More than 7 years

Manegment

Manegment

: Expert

: Extreme - I love it!

:

More than 7 years

Spanish

Spanish

: Expert

: Extreme - I love it!

:

5-7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Languages

Languages

: Expert

: Extreme - I love it!

:

More than 7 years

COPC

COPC

: Expert

: Extreme - I love it!

:

More than 7 years

Contact Center

Contact Center

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Planner, Business-oriented, Problem Solver

Online Presence

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