Basic Info

Khaled Shaaban EL Emam

13 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

General Manager (Having HR & Purchasing under umbrella) at EverMark for import and Export

Experience Details

General Manager (Having HR & Purchasing under umbrella)

Operations/Management, Project/Program Management

Senior Management (e.g. VP, CEO)

• Assist on setting company strategy, goals, targets and plans to achieve.
• Setting budget for HR department
• Responsible for Managing HR team , assigning tasks and monitoring their performance
• Responsible for the OD process through strategic planning, organization design, leadership development, change management, performance management, coaching, diversity, team building, and work/life balance."
• Monitoring payroll process and review all procedures related to it , including reviewing monthly social insurance payments ( employee share and company share ) and salary taxes . and prepare annual adjustments
• Measuring yearly/ monthly increase and ranking based on performance appraisal and reports to CEO.
• Monitoring attendance , absence , overtime , shifting reports and take corrective actions if needed
• Developing and implementing disciplinary policies.
• Negotiating deals related to employees benefits with providers.
• Planning for the whole recruitment process and conducting HR interview and orientations.
• Updating and conducting job analysis for all positions over all subsidiaries using questioner, observation and interviews.
• Extracting and implementing policies and procedures.
• Updating company structure ,
• Planning and monitoring performance appraisal process, analyzing the outcomes and working with line managers on GAPs in performance.
• Preparing man power plan based on company strategy and report notes to the Board.
• Managing employee’s motivation programs like ((summer vacations – medical insurance – benefits – banking facilities – rewards …..etc.
• Updating H.R documents and sheets to match company requirement.
• Provide reports about all HR activities for CEO
• Provide leadership and vision to the organization by assisting the Board and staff with the development of long range and annual plans along with ensuring the reporting accuracy.
• Performance management and implementation of Action plan & its implementation.
• Providing recommendations regarding investments and cash strategies.
• Assist in development of forms and tools to increase company efficiency and risk management.
• Coordinate with board in developing, and producing a long-term plan for the company
• Ensure that financial department is preparing a working budget annually.
• Manage the company daily operations towards the achievement of plan objectives.
• Oversee and coordinate the activities of the various departments and oversee the middle managers.
• Ensure sales and marketing team productivity and their business development activities.
• Ensure quality of service and the agreed strategy is taking place & ensuring customer service & customer satisfaction
• Develops and maintains lean and efficient ways of working, policies, guidelines and procedures for the department to ensure consistency and quality.


Company Details

EverMark for import and Export

Cairo, Egypt

11-50 employees

Consumer Services , Construction - Residential & Commercial/Office

N/A

Sep 2016 to present (1 year 4 months)
HR, Recruitment Process Internal Auditor at Teleperformance Egypt

Experience Details

HR, Recruitment Process Internal Auditor

Operations/Management, Project/Program Management, Human Resources

Manager

• Daily , Weekly and Monthly check on the below for the HR & Recruitment

1- Reviewing on new Employees Documents and their proper archiving & that all employees have the legal right to work in Egypt & Those for Dubai office having their legal authorization.
2- Reviewing Medical reports for employees are set in a different filing from their personal filling
3- Random check of reviewing the original copies of the documents presented by the employees and a copy is set both as a hard copy and a soft copy.
4- Reviewing the awareness of employees of their knowledge of their job description & assuring that what was already contracted.
5- Make sure that there is 3 hard copies of each contract signed by the HR Manager and the employee were a copy is archived in the company premises and one is at the labor office & one is handed to the employee & a copy of the contract is saved as a soft copy.
6- Reviewing employees payroll and their overtime and leave ( Sick , Annual , Casuals ) with an easy access to their remaining balance & that each leave is requested through a hard copy request & their archiving is on a monthly/yearly basis.
7- Reviewing employment policies and procedures implementation
8- Reviewing recruitment hiring and selection & make sure they are following the group guideline & check acceptance % to be Daily / Monthly & yearly.
9- Reviewing resignation / Termination % and the existence of the monthly analysis for the leave reasons & having coordination with the operations to set an action plan on the Top leave reasons.
10- Making sure all titles are having a designed job description.
11- Reviewing assessment criteria for each title in accordance to internal job description & make sure job description is revised at least once per year.
12- Reviewing Exit interviews results and making sure employee relation officer is following the guideline for the employee retention.
13- Attend new employee’s orientation sessions.
14- Reviewing on benefits compilation percentage (Medical, Mobiles, Bank Account, ETC.
15- Reviewing Insurance proposals offers and the acceptance references with a documented feedback for acceptance.
16- Reviewing the survey done by the HR on all the benefits providers and the ESAT of the employees for their services to assure class of service provided to our employee.& reviewing the action plan set for the negative outcome.
17- Reviewing employee complaints & that they met the dead line assigned & the existence of a complaint tracker for the
18- Reviewing employee disciplinary reports & the accuracy of the actions taken to be within the group internal process & within the labor law regulation for Egypt.
19- Achieving BEST HR and BEST R& D for TP Egypt with an alignment with COPC standards;


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Feb 2015 to Aug 2016 (1 year 6 months)
Operations Internal Auditor at Teleperformance Egypt

Experience Details

Operations Internal Auditor

Operations/Management, Project/Program Management, Human Resources

Manager

Auditing & Guiding a Number of projects within the contact center for the TOPS & COPC certification preparation including the below Projects.
1- Expedia.CA & Expedia OPM including ( Service & Sales & T2 )
2- Wind Canada for L1 , L2 & collections
3- Western Union US & Canada
4- Samsung Egypt Support Team
• Support the Operation in KPIs improvement plan either for the action plans set and its efficiency & the Supers & ACMs follow up on its implementation and its outcome.
• Support Operations on making sure all other support functions is helping & to have a smooth day over day operations starting from Recruitment, Personal, WF, etc.
• Following up on all Action plans set for all LOBs for each account and making sure that CCMs are on top of it having their ACMs follow up on all action plans set and the supervisor’s implementation on their Agents.
• Review customer experience outcome & action plan set for satisfaction improvement & promoting the role of achieving the customer satisfaction on all levels.
• Auditing the day to day operations with on floor check on Agents delivered feedback & supervisors presence.
• Provide immediate feedback, addressing the issues of implementing the process & action plan agreed on to the Sups, ACMs & CCMs.
• Answer questions, clarifies doubts and provides personalized retraining if needed.
• Shares the information from our observation with all management and operational staff in the country and the local TOPS / BEST champions as necessary.
• Identify common opportunity areas.
• Prepare monthly audit reports per program / site / country.
• Participate to regional calibration to insure consistency.
• Participating to a kick off meeting
• Participating to the creation of the action plan based on gap analysis.
• Following up the execution of the action plan.
• Participating in the final site assessment.

All the above accounts are TOPS & BEST QA certified for 2 years in a raw and currently working on the COPC preparation for them.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Jul 2012 to Jan 2015 (2 years 6 months)
Assistant Contact Center Manager * Sales Expedia Canada * at Teleperformance Egypt

Experience Details

Assistant Contact Center Manager * Sales Expedia Canada *

Customer Service/Support

Manager

• Drive campaign profitability through dynamic process management, enhanced resource utilization, ensure the operational financial goals for the campaign are met on a month by month basis and contribute to the overall financial objectives of the company & Managing a Team of + 140 Agents & 9 Supervisors
• Manage cost base and Maximize revenue opportunities where possible.
• Ensure individuals meet their performance targets so that campaigns KPIs are met.
• Manage call quality, staffing levels and workflow to ensure maximum productivity, call and data handling efficiency.
• Liaise with all departments to ensure KPI/SLAs are achieved.
• Identify and implement improvement actions to maximize outputs of team
• Ensure Team Leaders adhere to TOPS standards (Teleperformance Operational Processes and Standards).
• Coach Supervisors in the skills and behaviors required to enable them to be more effective and to support their development
• Give regular, consistent and appropriate feedback that supports the development of Supervisors and enables them to be more effective.
• Monitor call statistics and act upon outcomes
• Monitoring and following up the performance of the managed Supervisors and managing them to achieve the targets demanded by the client according to Teleperformance managing model.
• Managing the relationship with the clients of the projects handled.
• Preparing periodic and daily financial and non-financial reports requested by Teleperformance & clients e.g. (MIS & P&L Reports)
• Forecasting and planning the monthly plan for the managed projects, including month’s suspected revenue, facilities and resources for achieving such targeted revenue.
• Train the Supervisors for the new KPIS and clients’ processes.
• Following up on all supervisors day to day operations and checking on agents deliveries.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

N/A

Jan 2012 to Jul 2012 (6 months)
Contact center Supervisor * Sales for Expedia Canada * at Teleperformance Egypt

Experience Details

Contact center Supervisor * Sales for Expedia Canada *

Customer Service/Support, Sales/Retail

Experienced (Non-Manager)

• Develop mentor and manage a team of (15-20) Contact Center Representatives.
• Coach, monitor and provide feedback to agents on a regular basis to improve performance.
• Motivate staff to achieve all assigned targets and goals.
• Improve performance by setting action plans and setting expectations to the team through the metrics.
• Manage through TOPS to maintain KPIs Improvement
• Communicate management information and updates on policies and/or procedures to the operations team.
• Ensure statistical information is produced, collected and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements.
• Build a solid customer service & Sales team that exceeds goals and expectations.
• Supervise the workload of the team, allocating team members to optimize service provision and support across the hours of the operation of the team.
• Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients.
• Supervise the team in accordance with the company policies and procedures.
• Resolve interpersonal issues within the team and escalate if required & give direct feedback to the Assistant Contact Center Manager regarding these issues.
• Report to senior management on Sales Achievements.
• Ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards & Conversion to maximize customer satisfaction.
• Ensure all policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

N/A

Outsourcing/Offshoring

N/A

Feb 2010 to Dec 2011 (1 year 10 months)
Senior Customer Service Representative at Vodafone International Services (New Zealand) postpaid at Vodafone International services

Experience Details

Senior Customer Service Representative at Vodafone International Services (New Zealand) postpaid

Customer Service/Support

Entry Level

N/A


Company Details

Vodafone International services (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jul 2007 to Feb 2010 (2 years 7 months)
Technical Customer Service Representative for Xbox Account (Xceed Contact Center) at Xceed

Experience Details

Technical Customer Service Representative for Xbox Account (Xceed Contact Center)

Customer Service/Support

Entry Level

N/A


Company Details

Xceed

Cairo, Egypt

501-1000 employees

Telecommunications

N/A

Jul 2006 to Jun 2007 (11 months)
Team Leader for Sales at Ameco Tech (NOS Communication) for Accounts (011 Communication / Quantum at NOS Ameco Tech

Experience Details

Team Leader for Sales at Ameco Tech (NOS Communication) for Accounts (011 Communication / Quantum

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

NOS Ameco Tech

Cairo, Egypt

501-1000 employees

Telecommunications

N/A

Apr 2003 to Aug 2006 (3 years 4 months)

Achievements


startup company with all of its internal and external process was able to build its operational strategy and build a good image for it in the market


Was a part of the team that build the internal process for the HR and Recruitment for its overall implementation to


was part of the team implementing the internal operations process and succeeded in achieving a number of certificates for both operation and quality


Managed to increase the total headcount for the team from 50 FTE to be 150 FTE during my direct management for the sales team


achieving the best numbers for Expedia CA contact center in Egypt along with having the startup for the new project for growth that occurred for the account


having the best CSAT scores for all of interactions with Vodafone customers


having the best CSAT scores for all of interactions with Xbox customers


being the Top seller team for 3 month in raw


The biggest achievement is getting better from an experience to another and this is what am seeking to develop myself and my team

Education

Business Adminstration in Accounting

Education Details

Business Adminstration

Accounting, Buisness

Banha University, Egypt

C / Good / 65 - 75%

N/A

N/A

Banha University
2000 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

patrical college school

Egypt

2000

A / Excellent / 85 -100%

N/A

patrical college school
2000

Certifications

Tico
Apr 2010

Certificate details

Tico

Apr 2010

N/A

N/A

N/A

N/A

TOPS & Best QA
Sep 2014

Certificate details

TOPS & Best QA

Sep 2014

N/A

N/A

N/A

Teleperformance Group

Internal certification for COPC preparation per account and per site ( TP Egypt site was audited and certified for ( 2014 & re-certified 2015 ) accounts under my umbrella ( Expedia , Wind , WU )

Training and Courses

PMP at Riti
Jun 2015

Training/Course Details

PMP

Jun 2015

Riti

Taking the course but didn't go through Exam ...

Training/Course Details

TOPS & BEST QA

Aug 2012

Teleperformance

Internal training for Operations and Quality team management, Preparation for COPC certificates and audit

Training/Course Details

Inbound supervision & people & KPIs Managment

Apr 2010

Teleperformance Egypt

People and KPI Management training & attrition risk management

Training/Course Details

Root cause Analysis

Aug 2012

Teleperformance Egypt

N/A

Jobseeker photo

Profile Skills and Keywords

AccountingAnalyticalAssistant Contact Center Manager * Sales Expedia Canada *AuditAutoCAD 2DBuisnessBusiness DevelopmentBusiness-orientedClient ManagmentConstruction - Residential & CommercialConsumer ServicesContact Center Supervisor * Sales For Expedia Canada *Customer ServiceDay To Day Operations HeatEnglishFrenchGeneral Manager (Having HR & Purchasing Under Umbrella)HR, Recruitment Process Internal AuditorHuman ResourcesInbound Supervision & People & KPIs ManagmentLeaderManagementMicrosoft ExcelMicrosoft OfficeNew ExperiencesOfficeOffshoringOperations Internal AuditorOutsourcingPMPPeople Daily InteractionPresenterProblem SolverProgram ManagementProjectRetailRisk With LimitsRoot Cause AnalysisSalesSenior Customer Service Representative At Vodafone International Services (New Zealand) PostpaidStartupsSupportTOPS & Best QATeam Leader For Sales At Ameco Tech (NOS Communication) For Accounts (011 Communication / QuantumTechnical Customer Service Representative For Xbox Account (Xceed Contact Center)TelecommunicationsTeleperformance EgyptTicoVodafone International Services

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Advanced

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

3-5 years

AutoCAD 2D

AutoCAD 2D

: Intermediate

: Medium

:

Less than 1 year

Fields of Expertise

client managment

client managment

: Expert

: Extreme - I love it!

:

3-5 years

Customer service

Customer service

: Expert

: Extreme - I love it!

:

5-7 years

Sales

Sales

: Expert

: Extreme - I love it!

:

3-5 years

Audit

Audit

: Expert

: Extreme - I love it!

:

3-5 years

Key Skills

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

Enjoys a challenge and commitment

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Khaled's full profile and find more great talent and professionals to join your team.