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Work Background
Raya CXHead of Global Operations
Apr. 2023 - Jul. 2024Manama, Capital Governorate, BahrainManage Global Operations across various countries not limited to "EGY, KSA, BAH, UAE & Poland". Plan and direct the operational strategies to achieve the departmental objectives; maintain control of all operational accounts & ensure sustainable growth preserving client satisfactions with overall compliance to COPC framework. 1. Responsible for all departmental strategic plans to meet all financial targets (EAT, GP). 2. Build a positive productive relationship with clients that boost client satisfaction and drive business growth opportunities. 3. Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to clients. 4. Provide strategic guidance to operations managers to ensure service delivery that consistently meet and exceed performance standards retaining a positive upward trend line of operational KPIs and achieve financial targets (GP, revenue..etc) 5. Stand as an escalation point of contact for clients and oversee periodical business reviews with clients to discuss operations performance overview. 6. Direct operations to follow and comply with COPC standards in day to day operations to ensure successful annual certification. 7. Ensures that a healthy organizational culture is maintained and reflected in the reputation of the company in the market 8. Ensure timely review of goals and development needs to address and improve any operational performance gaps/issues. 9. Develop an organization structure that is in line with the business objectives and needs, ensure effective tools and mechanisms are provided to the teams to track the departmental performance and improve employee satisfaction level. 10. Ensure effective succession plans are in place and seek the development of direct reports up to and including moving them to different teams/services within the company in order to maximize potential.
Raya CXGeneral Manager - RCX Gulf
Apr. 2020 - Sep. 2025Dubai, United Arab Emirates
Raya CXDirector of Operations
Sep. 2018 - Mar. 2023Cairo, EgyptPlan and direct the operational strategies to achieve the departmental objectives; maintain control of all operational accounts & ensure sustainable growth preserving client satisfactions with overall compliance to COPC framework.
Ministry of Transport & CommunicationsOperations Manager - Contact Centers
Aug. 2017 - Sep. 2018Doha, QatarQatar Government Contact Centers are powered by malomatia Qatar Q.S.C Managing Outsourcing Unit “Malomatia” adding to presvious job responsabilities the following: • Responsible for 3 sites: Qatar, Egypt & India • Managing Qatar Government Contact Center • Managing clients relations and accounts management • Managing department revenues and P&Ls • Managing Implementation team • 2 Project Managers • Managing Sales Team • 2 Sales Associates • Provide support to other leadership team members to ensure the appropriate coverage of Customer Operations Department. • Plan and manage the operational activities of the Contact Centre in support of the organization’s vision, mission and customer access strategies. • Plan, coordinate, and manage activities of assigned project(s) to ensure that project SLA is being accomplished. • Responsible for development of supervisory staff, including on-job training, motivation and coaching to reinforce required leadership and operational skills. • Meet and maintain department budget goals by controlling costs for equipment and personnel. • Manage employee and work group performance to ensure the success of Customer Operations Department.
Ministry of Transport & CommunicationsManager Contact Centers
Sep. 2015 - Aug. 2017QatarMOTC is responsible and executing the contact centers channels for the Qatar Digital government, under the direct supervision of the Prime Minister of the state of Qatar. Ministry of Education, Supreme Health Council " PHCC" Section, Primary health Care Corporation Ministry of Economics and Trade ........ etc. • Increase the availability, accessibility, and effectiveness of e-services to residents and businesses. • Enable an integrated and efficient government through innovative use of ICT Improve government transparency and stimulate participation in the democratic process. • Ensure Normal Day to Day Operations of all projects enrolled in the 2020 Initiative for the Qatar State Digital Government. • Implementation of new projects/governmental authorities enrolled in the Qatar Government Contact Center "QGCC" • Ensure all KPIs met for all projects. • Managing 2 redundant and DR sites in Egypt & India as offshore destination for Qatar CC. • Ensure Staffing levels and performance of all agents through leadership. • Ensure Invoicing and recording of service completion against invoicing and minimizing penalties occurred from nonperformance. • Engagement with WFM team to mitigate any risks in CC capacity • Engagement with QA team to ensure efficiency of agents and leadership in CC • Engagement with MOTC to ensure service is delivered as per stake holders’ view. • Managing all related departments in line with contact center business, PM & Sales • New proposals review & new implementation plans developed for new clients • Farming & Hunting new opportunities with sales team. • Responsible for target achievement for business and cost control through P&L. • Projects Transformation short & long terms. • Processes assessments and gap analysis • Value chains for new processes
Western UnionRegional Operations Manager
Oct. 2013 - Sep. 2015EgyptManaging and improving Network Agent operational effectiveness and support objectives consistent with regional goals, worldwide standards. • Focus on the core and ensure business operational. • Ensuring Network Agents are in compliance with operating standards. • Understanding agents/prospects’ operational and technical requirements and deliver solutions by applying sound project management techniques. • Implement global operational projects at regional level, by adapting to country and agent requirements. • Providing Network Agent training and retraining to optimize service delivery and business growth. • Handle daily operational issues by addressing them to appropriate solution providers to ensure proper resolution is delivered and documented. • Manage the current distribution network through detailed analysis and continuously improve brand delivery by focusing on brand visibility and service quality * Proactively develop working relationships with key personnel within each Network Agent organization. Work with key personnel to develop and enhance CSC and sub-agent network service quality. * Manage new Network Agent enrollment process, ensuring Agent has provided necessary enrollment data and has adequate hardware and software infrastructure required for installation. * Launch Money Transfer service, and new products and services, with Network Agents in assigned region. This includes installation of software, as well as on-site training of Network Agent staff in the areas of transaction processing, cash accounting, settlement procedures and standards for service quality. * Make on-site program changes to software and communication scripts as needed, with support and guidance of Systems and Communication Departments. * Ensure regional and headquarters personnel receive timely and accurate reporting on service delivery, problems and business opportunities.
LenovoContact Center Service Delivery Manager Middle East, Turkey & Africa
Nov. 2011 - Sep. 2013Cairo, Egypt• Responsible for Lenovo Middle East, Africa & Turkey Call Centers present in Cairo, Egypt and Bucharest, Romania & Istanbul, Turkey. • Responsible for Day to Day operations. Through a set of KPIs indicated in contracts between Lenovo & Vendors. • Responsible for Call Center – Service partners, relationship in the regions. • Responsible for cost reduction, this is measured by fix on phone, labor and parts dispatch/incident, and call volume reduction by guiding customers to use E-support. • Transforming call center to revenue center instead of a pure cost center. • Responsible for EMEA Social Media Team assigned to Lenovo forums, Twitter, Facebook and other Social Media engines. • Responsible for Global Account and Key Account premier support by hotline setup and new offering providing. • Manage the Call Center vendors through performance review and pay for performance. • Responsible for the creation of transition plans for new call centers in the region and the Implementation of the transition plans.
Teleperformance EgyptOperations Account Manager
Mar. 2011 - Nov. 2011• Managing 8 projects in IT and Financial sectors. o Projects Managed are : - Dell Technical Support Center Lenovo Technical Help Center MEA, Intel Sales Center MENA as well as Sony Ericsson Contact Center MENA. - Siemens Call Center Egypt. (Implementation & Ops Management) Nokia Care Center MEA, Western Union Contact Center and Barclays Contact Center Egypt. (Implementation & Ops Management) • Managing 14 teams of 186 contact center agents, 1 CCM, 13 Supervisors & 5 ACMs (Assistant Contact Center Managers). Account Manager Duties & Tasks: • Monitoring and following up the performance of the managed CCM and ACMs, in accordance to Teleperformance managing model. • Managing the clients’ relationship. • Responsible for the expansion of managed projects in terms of new business, farming existing accounts and hunting new opportunities. • Forecasting, planning and provisioning the monthly / Annual plan for the managed projects • Clients Monthly Invoicing. • Overall companies’ new opportunities, sizing, staffing, cost models including depreciation and amortization costs models and implementation if awarded the business. • Handle all the KPI and Financial reports and presents them to the Group.
Teleperformance EgyptCall Center Operations Manager
Jul. 2010 - Mar. 2011• Samsung UK Project: Managing 13 teams, 204 Technical Support Representatives, 13 Supervisors & 7 Quality Monitor Agents. • Handling different lines of business, supporting UK, Ireland customers through Inbound Calls and e-mails. • Monitoring and following up the performance of the managed Supervisors in accordance to Teleperformance managing model. • Clients Relationship. • Preparing periodic and daily financial and non-financial reports requested by Teleperformance & clients e.g. (MIS & P&L Reports) • Train the Supervisors for the new KPIS and clients’ processes. • Creating the following on monthly basis: 1. MIS reports for the clients. 2. P&L reports for managing the projects in terms of Direct Cost, Revenue & Gross Margin. 3. Quality Monitoring Sheets according to the global standards of Teleperformance. 4. One to One sheets for Supervisors & Agents for performance enhancing. • Monthly Invoicing.
Teleperformance EgyptProject Manager
Apr. 2008 - Nov. 2011Egypt• Proposals, Pricings, Sizing & Staffing of projects. • Internal kick off meeting with various departments in the company for project review. • External kick off meeting with clients for project discovery and Mile Stone creation. • Preparation & Assignment of the “Tiger Team”. • Preparation of Project Plan. • Coordination with Company’s various departments with responsibilities & tasks. • Following up on Company’s various departments’ duties & Tasks according to Project Plan. • Weekly meeting with clients for update and review of project plan. • Finalizing project plan and testing phase for project. • Final Meeting with clients before “GO LIVE”. • Project Launch. • Hand over project to the assigned manager.
Teleperformance EgyptAssistant Call Center Manager
Apr. 2008 - Jun. 2010Egypt• Managing 13 teams, each of 8 -13 Contact Center Representatives on average & 11 Supervisors, handling different outbound campaigns for • Projects Implemented & Managed: o CitiBank, Sony Ericsson, Intel, Siemens, ACE, Alico, Lenovo, Western Union
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