Basic Info

Ahmed Ahmed

13 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Contact Center Operations Manager at HDG ( Heliopolis Developers Group )

Experience Details

Contact Center Operations Manager

Customer Service/Support

Manager

• Managing Contact Center Operations ( Inbound- Outbound ) and (phone & non- phone) transactions with my operational team ( Supervisors- T/Ls- Agents)
Quality targets achievement according to COPC standards.
• Customer satisfaction optimization (Top and Bottom boxes targets ).
• Measure service quality. Initiate plans and develop quality programs.
• Responsible for sizing, forecasting, scheduling, reporting and real time management of contact center operations .
Daily management of metrics: AHT, Occupancy, Service Level and ...etc.
• Conduct staffing needs analysis to identify the gap between current workforce and future workforce needs.
• 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 are in alignment with the entity minimum skills and are pitched correctly.


Company Details

HDG ( Heliopolis Developers Group )

Cairo, Egypt

101-500 employees

Real Estate/Property Management

N/A

Nov 2015 to present (2 years 2 months)
Call Center Team Leader at Xceed Contact Center

Experience Details

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 .Solving T\technical network problems of TE Data customers accordingly to Six Sigma :PSP, DMAIC & DMADIV .


Company Details

Xceed Contact Center

Egypt

More than 1000 employees

Outsourcing/Offshoring

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

Microsoft Customer Support receiving calls and e-mails from Spain & Golf & North Africa


Company Details

Xceed

Giza, Egypt

More than 1000 employees

Telecommunications

N/A

Jun 2004 to Sep 2007 (3 years 3 months)

Achievements


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

Jobseeker photo

Profile Skills and Keywords

Alsun FacultyAnalyticalArabicAvayaBusiness DiplomaBusiness-orientedCOPCCOPC CordinatorCall CenterCall Center Team LeaderCiscoCommitmentContact CenterContact Center Operations ManagerCreativityCustomer ServiceD.E.L.E DiplomaEfficiencyEmotional IneleganceEnglishFairFinance For Non-FinanceGermanInformation Technology (IT)Inspiring LeadershipLanguagesLeaderLeadershipLeadership CourseManegmentNetworksOffshoringOutsourcingPlannerProblem 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

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