Hossam's Posts
- 0Hossam Abdalla
Managing Director & Founder
is willing to share expertiseSenior Executive in BPO/Customer Experience and Contact Centre Leadership - 0
How I can help you
Join a dynamic leader with over 22 years of experience in managing and transforming contact centers and BPO operations across the EMEA. Our company excels in designing outsourcing strategies and driving large-scale transformations.
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People I am looking for
Designing outsourcing strategies, restructuring contact centers, GTM strategies, leading operational transformations and Smart Sourcing. You'll be responsible for governance, KPI frameworks, and strategic reviews, ensuring excellence in BPO operations across multiple countries
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Experience & Cases
Required Skills: - Outsourcing strategy design - Governance & performance management - Contact centre transformation - KPI & SLA framework design - M&A BPO advisory - Multi-site operations leadership - Customer journey mapping
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Salary & Benefits: - Competitive salary - Performance bonuses - Health insurance - Professional development opportunities - Flexible working conditions - Multicultural work environment
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How to contact
- 0Hossam Abdalla
Managing Director & Founder
is looking for clients and feedbackComprehensive Vendor & CX Solutions for Your Business - 0
About
- 22+ years in multi-country BPO/contact center leadership - Executed strategies for enterprise, government, fintech, e-commerce - Led 3,000+ workforce with full P&L authority - Directed GCC Government Contact Centre - Delivered CX transformations, KPI/SLA frameworks - Managed vendor selection and RFP processes - Interim COO for high-growth companies - Worked with global brands like Western Union, Lenovo
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Cases & Experiences
- Managed 3,000+ employees across Africa, ME, EU - Achieved 91% projects above 80% KPIs - Improved NPS in KSA by 32 points over 26 months - Developed Expert Desk for UAE telecom - Diversified revenue streams in Oman - Successful M&A in ME, expanded KSA presence - CAPEX-free strategy improved margins - Turned UAE entity profitable by 2025
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Work Order
- We help with BPO & Outsourcing Strategy - Expert Vendor & Partner Selection - Transform Contact Centers with automation - Define KPIs, SLA Frameworks, and dashboards - Conduct Operational Due Diligence - Provide Interim Leadership Guidance - Map CX & improve journeys - Facilitate Strategic Reviews - Offer insights for Government & Digital Transformation
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How to contact
- 0Hossam Abdalla
Managing Director & Founder
is looking for clients and feedbackExpert Support for Vendor, RFP, & CX Overhaul - 0
About
- Over two decades in BPO & contact center leadership across multiple regions - Architect of outsourcing strategies for diverse sectors - P&L leader for 3,000+ employees - Directed a GCC Government Contact Centre - Spearheaded CX transformations & governance - Led vendor selection & RFP processes
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Cases & Experiences
- Managed 3,000+ global employees with high KPI success - Boosted client NPS significantly in KSA - Innovated customer journey with telecom expertise - Achieved successful M&A in the Middle East - Grew KSA entity CAPEX-free with improved margins - Transformed UAE operations to profitability
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Work Order
- We guide BPO & outsourcing strategies - Assist in vendor selection & RFP structuring - Transform contact centers with automation - Define KPIs & SLAs for performance - Conduct operational due diligence - Provide interim leadership - Map customer journeys for enhanced service models
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How to contact