Mohamed Mahmoud Othman

MENA Head Of Business OperationFull Time

• Job Details:-Contributes to establishing the company’s operational structure and developing systems and procedures across MENA. - Lead regional business operations across multiple business units. -Manages daily operations and supervising departments and sub-departments. -Follows up on project performance and ensure their delivery with quality and on time. -Develops mechanisms for monitoring financial / non-financial performance indicators (KPIs) and service level agreements “SLA’s”. -Submits periodic reports to CEO and the Board of Directors. -Analyses operational performance and identify opportunities for cost savings and service improvement.

Head Of Operations & Customer SuccessFull Time

• Job Details:-Randomly monitors and improves ordering, telephone handling and other procedures. -Makes sure all business plans and objectives are on the right track. -Administrates scheduling systems; communicating job expectations, plans, and monitors, appraises, and reviews job contributions -Gathers data and prepares annual operational situational analysis. -Approves staffing, including shift patterns and the number of staff required to meet demands. -Determines call center operational strategies by conducting needs assessments, performance reviews. -Plays an important role in enhancing the contact center operational work flow through developing the I.V.R systems, designing user interfaces and score cards. -Being full responsible for customer excellence matrixes including CSAT, NPS, Service Levels and Quality Assurance scores making sure all service levels are met in all channels. -Manages the daily running of the contact center, including sourcing equipment, effective resource planning and implementing contact center strategies and operations. -Evaluates queue performance with key metrics. -Investigates and solves customers' problems, those may be complex or long-standing problems those have been passed on by contact center staff. -Collects and analyzes contact center statistics such as sales rates, costs, customer service metrics etc. -Makes sure all business plans, objectives and SLA’s are on the right track and running effectively. -Makes important policy, planning, and strategy decisions. -Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. -Provides business strategy to compete in the market -Enforces when necessary the importance to employees of complying with the labor law. -Conducts investigations when necessary. -The ultimate maker in employees' termination. -Checks, validates and analyzes all cancelled reservations. -Plans and reviews compensation actions enforcing policies and procedures. -Investigates online transactions, highlighting fraud cases and respond to banks when needed. -Helps promote a company culture that encourages top performance and high morale. -Work with the board of directors to determine values and mission, and plans for short and long-term goals.

Operations ManagerFull Time

• Job Details:-Makes sure all business plans, objectives and SLA’s are on the right track and running effectively. -Makes important policy, planning, and strategy decisions. -Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. -Provides business strategy to compete in the market -Enforces when necessary the importance to employees of complying with the labor law. -Conducts investigations when necessary. -The ultimate maker in employees' termination. -Checks, validates and analyzes all cancelled reservations. -Plans and reviews compensation actions enforcing policies and procedures. -Investigates online transactions, highlighting fraud cases and respond to banks when needed. -Helps promote a company culture that encourages top performance and high morale. -Work with the board of directors to determine values and mission, and plans for short and long-term goal.