It’s great pleasure to contact you
I would like to introduce myself to you. I have 16 years of experience in the Customer Operations specialized in call center field between Operation, Training and Consulting.
I have experience in managing Inbound and outbound processes for Retention and Telesales lines of business with capacity over 250 agents.
I am exploring opportunities currently as I can join new post within 4 weeks from final acceptance. I would like to highlight that I am available to move to any location where I can meet new challenge so I would like to request an interview at your convenience to present myself and discuss it further.
You can reach me at the below phone numbers and email address.
Please find my resume attached for reference
Cell No.: 966598483388 – 966534256602 – 201066060903
Linkedin Profile: https://www.linkedin.com/in/mohamed-elsagheer-7b638a17/
|Last Resume Update||October 21, 2018|
|Address||Riyadh, Saudi Arabia|
Call Center Operations Manager
Company Profile: Jathwa, a Saudi ICT emerging company with more than 20 years of experience, is a profound provider of Analytics, Customer Experience, BPO and Smart Mobility solutions. Classified as a value-added regional channel partner for leading brands, including; Altitude, Qlik, Talend, Outsystems, Clarabridge, and Genesys among others.
Company Website: http://www.jathwa.com/
Build up BPO department and setting processes across Training, QA, WFM and Operations functions.
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions, technical and financial business proposals.
Bachelor of Arts