ALAA EL-DEIN FATHY SABER
Call Center Supervisor
Giza
Summary
I am an experienced call center and quality professional with extensive expertise in audit, quality control, and performance management. I have led quality and operations teams, conducted comprehensive audits across customer service, sales, and operations, and driven corrective action plans to improve service standards. With a strong background in coaching, KPI monitoring, and customer experience enhancement, I consistently support operational excellence and sustainable performance improvement.
Overview
20
20
years of professional experience
2
2
Languages
Work History
Call Center Supervisor
MG Developments
01.2024 - Current
- Supervised daily call center operations and acted as the focal point between customers and internal departments.
- Ensured accurate case routing across calls, WhatsApp, and customer service applications.
- Monitored team performance through daily and monthly KPIs and implemented corrective actions.
- Handled escalated customer cases and ensured timely resolution.
- Prepared monthly performance and quality reports.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
- Improved caller satisfaction thorough quality assurance protocols, ensuring every team member delivered consistent service.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Managed over 30 customer calls per day.
- Enhanced team performance with consistent coaching, feedback, and development.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Audit & Quality Control Team Leader
MG Developments
01.2022 - 01.2024
- Managed and coached quality control team members to ensure consistent service evaluation.
- Reviewed performance results, supplied structured feedback, and applied corrective actions.
- Ensured compliance with company quality standards across all departments.
- Coordinated with operations, sales, and customer service to resolve quality gaps.
- Oversaw quality workshops and training sessions for operations, sales, and customer service teams.
- Created detailed reports on quality control findings for upper management review and decision-making purposes.
- Reviewed customer feedback on services, implementing necessary changes to address concerns or complaints regarding service quality.
Audit & Quality Control Executive
MG Developments
09.2019 - 01.2022
- Observed and evaluated calls and customer visits to ensure service accuracy.
- Conducted audits on operations, sales, contracts, and customer service processes.
- Identified service gaps and recommended process improvements.
- Delivered training sessions for new employees across departments.
- Developed customer service training materials and presentations to support quality improvement and agent performance.
Operation Team Leader
Wasla Contact Center – Vodafone CVM
11.2014 - 09.2019
- Managed outbound teams to achieve daily and monthly performance targets.
- Monitored agent performance and delivered coaching sessions.
- Managed campaign assignments and client-related operational tasks.
- Prepared daily and monthly performance reports.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
Back-office Executive
Wasla Contact Center – Vodafone CVM
11.2011 - 11.2014
- Coordinated with clients during meetings to plan and prepare for new campaigns.
- Analyzed campaigns data to assess readiness and forecast performance.
- Developed campaign guides and addressed key concerns to support agent performance.
- Reviewed and finalized client scripts and call guides and organized content updates.
- Developed and delivered training sessions for agents on new campaigns and process updates.
- Tracked campaign performance and identified improvement opportunities.
- Supplied on-floor support during campaigns launches.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Technical Support
Wasla Contact Center – Vodafone One
02.2014 - 04.2014
- Trained new agents on systems, products, and communication standards.
- Monitored trainee performance and supplied ongoing coaching.
- Supported agents in handling complex customer inquiries.
- Monitored and evaluated agent calls to ensure quality standards, providing actionable performance feedback.
- Monitored system and agent recordings to identify issues and provide feedback.
Call Center Representative
Wasla Contact Center – Vodafone CVM
09.2009 - 11.2011
- Conducted outbound sales, surveys and customer satisfaction calls.
- Recorded customers feedback accurately in Siebel system.
Call Center Representative
Raya Contact Center – Vodafone CVM
08.2008 - 09.2009
- Conducted outbound sales, surveys and customer satisfaction calls.
- Recorded customers feedback accurately in Siebel system.
Storekeeper
GSF Egypt
07.2006 - 08.2008
- Managed inventory levels and ensured stock accuracy.
- Prepared daily orders and ensured timely delivery.
- Received product shipments and organized in stockroom storage area.
- Improved inventory accuracy by conducting regular stock checks and maintaining updated records.
Education
Bachelor of Commerce - Faculty of Commerce
Cairo University
Cairo, Egypt06-2006
Skills
- Team leadership
- Training & Development
- Customer experience enhancement
- Decision making
- CRM & Siebel systems
- MS Office (Excel, Word, PowerPoint)
- Time management
- Good & effective communication
- High commitment
- Coaching and mentoring
- Employee motivation
Interests
Reading
Football
Chess
Timeline
Call Center Supervisor
MG Developments
01.2024 - Current
Audit & Quality Control Team Leader
MG Developments
01.2022 - 01.2024
Audit & Quality Control Executive
MG Developments
09.2019 - 01.2022
Operation Team Leader
Wasla Contact Center – Vodafone CVM
11.2014 - 09.2019
Technical Support
Wasla Contact Center – Vodafone One
02.2014 - 04.2014
Back-office Executive
Wasla Contact Center – Vodafone CVM
11.2011 - 11.2014
Call Center Representative
Wasla Contact Center – Vodafone CVM
09.2009 - 11.2011
Call Center Representative
Raya Contact Center – Vodafone CVM
08.2008 - 09.2009
Storekeeper
GSF Egypt
07.2006 - 08.2008
Bachelor of Commerce - Faculty of Commerce
Cairo University