Amr Elhawary
Cairo
Summary
With 7+ years of experience, successfully managed and led call center operations to achieve excellence. Throughout career, effectively managed team of 500+ employees, consistently achieving major success in developing and leading high-performing teams. Proven track record of managing projects with different languages, always ensuring client goals are met.
Overview
2025
2025
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Senior Operations Manager
INTELCIA
07.2023 - Current
- Currently manages 4 Projects ( US-Italian-Dutch-MENA)
- Direct reports are 7 Operations Managers.
- Headcount managed is ~ 530 employees (CSRs > Team Leaders > Operations Managers).
- Providing insights on increasing profitability of the site as well as reducing and optimizing cost in a way that align with the company's values/goals
- Responsible for the site's performance from all aspects (External-Internal-Financials )
- Managed to launch more than 13 LOBs in the US market and ensured its success with exceptional performance
- Launching of all european accounts managed in Cairo ( ITA - Dutch _ MENA)
- Massive expansion in Italian market due to our great performance in less than 1 year ( Maintain rank 1 vs competitions)
- Engagement in SOW negotiation and being part of the RFX process.
- Managing and planning site's P & L and maintaining it with positive target.
- Engagement in MBR & QBR being presented to the client for all difference projects managed
- Oversaw workforce management planning, volume predictions and capacity planning.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
Call Center Operations Manager
INTELCIA EGYPT
1 2023 - 07.2023
- Handling 4 Different Projects (B2B – B2C - Escalations Line – Dutch Accounts)
- Direct reports were up to 8-10 Team leaders
- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning
- Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
- Conduct staff performance reviews to assess needs, cost/benefit analysis, and other operational strategy assessments
- Providing a daily update on staffing situation along with the corrective actions
- Establish a high standard for productivity, quality, customer service as well as define user guidelines
- In charge of developing and coaching team leaders, guiding and checking their planning, administering, recognition, and reward programs as well as disciplinary procedures
- Ensure that all team leaders are working effectively with their point of contact towards the control/ improvement of a KPI and allow them to truly manage the KPI they oversee
- Creating action plans towards failed KPIs and follow up on the success of it
- Having a weekly/monthly business review with the client to discuss the progress of our Actions plans/ Performance
Call Center Operations Manager
UX CENTERS
09.2021 - 01.2023
- Maintain And improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
- Establish a high standard for productivity, quality, customer service as well as define user guidelines
- Providing a daily update on staffing situation along with the corrective actions
- Meeting call center financial objectives by estimating requirements, and applying necessary corrective actions
- Handled more than 150 employees
T2 TEAM LEADER (Corporate Executive Customers Relation)
UX CENTERS
12.2021 - 09.2021
- Launched the project with 10 agents that handles all complaints raised from FCC, BBB or any other agencies while ensuring that those complaints are being handled with care while matching the quality standards shared by the client
- Engaging in a weekly client call to provide status update on the progress of the team and to share any process improvement recommendations
- Using lean concepts and quality tools to enhance the performance of the team
- Providing a detailed weekly Analysis to upper Management of the progress of the project
- Succeeded in meeting the client expectations which led to expanding the project and to have more than 50+ employee and managed to get another small projects in the company
TEAM LEADER
UX CENTERS
05.2020 - 12.2021
- Providing statistical and performance feedback and coaching on regular basis for each team member
- Addressing disciplinary and performance according to company policy
- Provide input/feedback to upper management when required
- Working on CSRs self-development for future promotions
- Weekly/Monthly meeting is being conducted to ensure compliance to the quality standards
- Coaching CSRs to achieve both internal and external KPIs
- Providing a monthly glidepath along with an improvement plan
COACHING SUPERVISOR
UX CENTERS
06.2019 - 05.2020
- Providing knowledge, resources, and information to support agents
- Coaching CSRs to achieve all external KPIs
- Calibration Calls with the client to provide an overview on our performance
- Handling Escalated Calls
- Showing a comprehensive knowledge of products and services and their competitive advantages through continuous self-improvement and following quality standards
CUSTOMER SERVICE REPRESENTIVE
UX CENTERS
03.2019 - 06.2019
- Handling DATA/Phone/TV/Billing calls for American customers
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Achieving internal and external KPIs aiming for a promotion
- Floor support to provide knowledge to new hires
ANALYST
HIGHWAYS ENGINEERING TECHNICAL OFFICE
01.2018 - 12.2018
- Company Overview: NEW ADMINISTRATIVE CAPITAL OF EGYPT
- Preparing and submitting the take-off quantities to the contractors for the running project
- Preparing and submitting the monthly interim payments of the running projects to the contractors
- Preparing and submitting the final Payments of the finished projects to the Contractors
- Preparing the site Monthly cost reports
- Data entry
- NEW ADMINISTRATIVE CAPITAL OF EGYPT
Education
BACHELOR’S DEGREE - ACCOUNTING
AIN SHAMS UNIVERSITY
01.2014 - 01.2017
Skills
Cost analysis and savings
Operational Efficiency
Performance Management
Customer Relationship Management
Crisis Management
Process Improvement
Conflict Resolution
Financial Analysis
Staff training/development
Strategic leadership
Microsoft Excel
Microsoft Power Point
Certification
Berlitz certification of a language course in English, 2016, 90% (Excellent)
Personal Information
- Date of Birth: 02/02/96
- Gender: Male
- Nationality: Egyptian
- Marital Status: Married
References
Available Upon Request
Militarystatus
Finished
Timeline
Senior Operations Manager
INTELCIA
07.2023 - Current
T2 TEAM LEADER (Corporate Executive Customers Relation)
UX CENTERS
12.2021 - 09.2021
Call Center Operations Manager
UX CENTERS
09.2021 - 01.2023
TEAM LEADER
UX CENTERS
05.2020 - 12.2021
COACHING SUPERVISOR
UX CENTERS
06.2019 - 05.2020
CUSTOMER SERVICE REPRESENTIVE
UX CENTERS
03.2019 - 06.2019
ANALYST
HIGHWAYS ENGINEERING TECHNICAL OFFICE
01.2018 - 12.2018
BACHELOR’S DEGREE - ACCOUNTING
AIN SHAMS UNIVERSITY
01.2014 - 01.2017
Call Center Operations Manager
INTELCIA EGYPT
1 2023 - 07.2023
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