Basic Info

Ahmed Hamouda

7 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Workforce Supervisor at Wasla Outsourcing

Experience Details

Workforce Supervisor

Customer Service/Support

Experienced (Non-Manager)

-Responsible for the performance and tasks of the Workforce Team. –Responsible for tracking the headcount changes and reporting. –Responsible for providing the hiring the plan for the project to meet the requested KPI’s. –Responsible for tracking and monitoring a team of eight Workforce Specialists in order to achieve targets. –Responsible for the reporting and analysis of the project performance and provide recommendations for improvements. –Responsible for the communication the clients in matters related to project performance and headcount changes.


Company Details

Wasla Outsourcing

Cairo, Egypt

More then 1000 employees

Engineering Services, Outsourcing/Offshoring

www.wasla.com

May 2012 to present (4 years 7 months)
Call Center Section Head at EgyServ Courier Services

Experience Details

Call Center Section Head

Customer Service/Support

Experienced (Non-Manager)

Currently in the process of developing and starting the call center function.
-Responsible for the development of the call center function including (choosing the suitable infra-structure and the hiring and training of the call center staff).


Company Details

EgyServ Courier Services

Cairo, Egypt

101-500 employees

Logistics and Supply Chain

N/A

Mar 2012 to May 2012 (2 months)
Call Center Supervisor at ElAraby Group

Experience Details

Call Center Supervisor

Customer Service/Support

Experienced (Non-Manager)

- maintaining service level agreement within accepted threshold
- responsible for the hiring and firing of employees in the call center
- managing a team of team leader to achieve the required KPI's
- responsible for achieving quality and customer satisfaction targets
- reviewing the bill of the call center monthly and come up with ideas to minimize cost
- managing the team of office equipment support in the company


Company Details

ElAraby Group

Cairo, Egypt

More then 1000 employees

Manufacturing

www.elarabygroup.com

Sep 2009 to Oct 2011 (2 years 1 month)
Call Center Team Leader at Raya Contact Cenetr

Experience Details

Call Center Team Leader

Customer Service/Support

Experienced (Non-Manager)

-Monitor and appraise the performance of fifteen call center agents to achieve the requested KPI's (Key Performance Indicators)
-Handle and resolve escalated calls from customers.
-Handle floor supervisor's task to control and maintain the service level in the call center and report the global problems to the concerned teams to resolve.
-Report the results of the team on monthly basis to the management team
-Maintain client (Vodafone) satisfaction and deliver agreed results.


Company Details

Raya Contact Cenetr (multinational)

Cairo, Egypt

More then 1000 employees

Consumer Services , Outsourcing/Offshoring

www.rayacorp.com/contactcenter

Aug 2007 to Aug 2009 (2 years)
Call Center Agent at Raya Contact Cenetr

Experience Details

Call Center Agent

Customer Service/Support

Entry Level

-Handle customers' inquiries and complaints with the required level of quality.
-Maintain the productivity within the KPI's range for Average handling time, Not ready and Hold.
-Fulfill the requested tasks from the team leader such as (calculating productivity for the team or organizing the leaves' slots among the team)


Company Details

Raya Contact Cenetr (multinational)

Cairo, Egypt

More then 1000 employees

Consumer Services , Outsourcing/Offshoring

www.rayacorp.com/contactcenter

Sep 2006 to Aug 2007 (11 months)

Education

MBA in MAnagement

Education Details

MBA

MAnagement, Marketing, Financial Management

The American University in Cairo, Egypt

B / Very Good / 75 - 85%

Statistics Economics Marketing Management

The degree is in process

The American University in Cairo
2015 - 2017 (Expected)
College Diploma in Human Resource Management

Education Details

College Diploma

Human Resource Management

American University in Cairo (AUC), Egypt

B / Very Good / 75 - 85%

Principles of HRM Labor Law HR Scorecard

Graduation Project The Role of TQM in HRM

American University in Cairo (AUC)
2006 - 2007
Bsc in International Business Administartion

Education Details

Bsc

International Business Administartion

Sadat Academy for Management Sciences, Egypt

B / Very Good / 75 - 85%

HRM Marketing Accounting Economics & Macro Econimics Money & Banking Organization Theory Financial Management Operation Research Organizational Behavior Statistics TQM Human Rights communication

Completed a marketing plan which was scored A+

Sadat Academy for Management Sciences
2001 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

AbdelAziz ElSayed School

Egypt

2001

A / Excellent / 85 -100%

N/A

AbdelAziz ElSayed School
2001

Certifications

TOEFL IBT
May 2014

Certificate details

TOEFL IBT

May 2014

106 out of 120

https://toefl-registration.ets.org/TOEFLWeb/reportmanagement/viewScoreDetails.do?currentAppointmentNumber=0000000021564452

0000000021564452

ETS

This is the result of the Test of English as a Foreign Language

Training and Courses

Training/Course Details

CRM

Mar 2011

American University in Cairo

A customized training for ElAraby group by Mr. Mahmoud ElLaithy

Training/Course Details

Leadership

Mar 2010

Leadership Bootcamp (Event by Awareness)

A two days workshop included lectures by (Steven R. Covey, Jonas Ridderstrale, Andrew Grant and others

Training/Course Details

Motivation and Loyalty

Feb 2008

Raya Contact Center

Two Days workshop presented by Sherif Eid (Training manager in RCC)

This profile is not updated!
Last update more than 4 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalysisAnalyticalArabicCRMCall Center AgentCall Center Section HeadCall Center SupervisorCall Center Support RepresentativeCall Center Team LeaderConsumer ServicesCustomer ServiceCustomer-orientedEngineering ServicesEnglishFinancial ManagementHard WorkerHuman Resource ManagementHuman Resource ManagemntInternational Business AdministartionInternet ApplicationsLeadershipLogistics And Supply ChainMAnagementMBAMS OfficeManufacturingMarketingMotivation And LoyaltyOffshoringOutsourcingPlannerRaya Contact CenetrRecruitmentSiebelSocial WorkSoft Skills TrainingSupportSupportiveTOEFL IBTTrainingWorkforce Supervisor

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

MS Office

MS Office

: Advanced

: High

:

3-5 years

Internet applications

Internet applications

: Advanced

: Extreme - I love it!

:

More than 7 years

Siebel

Siebel

: Advanced

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Soft Skills training

Soft Skills training

: Intermediate

: Extreme - I love it!

:

1-3 years

Human Resource managemnt

Human Resource managemnt

: Beginner

: High

:

Less than 1 year

Key Skills

Analytical, Planner, Hard worker, Customer-oriented, Supportive

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