Islam Amin
SR. Manager, Operations
Mohandessin
Summary
Enthusiastic SR. Manager, Operations eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of call center industry and requirements. Motivated to learn, grow and excel in call center industry.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
SR. Manager, Operations Travel Sector
Concentrix
Cairo, Cairo Governorate
12.2024 - Current
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Achieved financial objectives through effective budget management and stringent oversight of expenses.
- Managing a large scale Operations, 500+ FTEs with an annual budget of +13 million USD
Operations Manager-Tourism EU Markets
Concentrix
Cairo, Cairo Governorate
11.2022 - 11.2024
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managing Account level financials generating 1.2 million $ annually.
- Developed and implemented strategies to maximize customer satisfaction
Senior Team Leader - Tourism EU Markets
Concentrix
Cairo, Cairo Governorate
08.2021 - 10.2022
- Managed team of Team Managers, overseeing hiring, training and professional growth of employees in Tourism sector.
- Formulated processes to reduce downtime and financial loss.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Managed HC of 100 employees across 3 different projects.
Operations Team Manager - Telecommunications DE
Concentrix
Cairo, Cairo Governorate
04.2021 - 08.2021
- Helped establish and grow new blended project(German CS & Sales) from 25 FTE to reach 150 FTE.
- Evaluated upcoming program plans to forecast expected resource needs.
- Managed and allocated staff and material resources to meet production goals.
Operations Team Manager - Online Retail UK Market
Concentrix
Cairo, Cairo Governorate
08.2020 - 04.2021
- Helped stabilizing performance in new launched project.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Managed team of 20 employees, overseeing hiring, training, and professional growth of employees.
- Helped onboarding newly promoted Team managers.
Operations Team Manager - Tourism DE Market
Concentrix
Cairo, Cairo Governorate
02.2019 - 08.2020
- Helped launch Sales LOB in Cairo, establish solid performance and even exceed native legacy teams
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- launched support pilot team in Cairo, delivering good performance resulting in upskilling 100% of population.
- Led regular team meetings to keep sales agents motivated with tips, techniques and relevant information.
Operations Team Manager - Online Retail DE Market
Concentrix
Cairo, Cairo Governorate
06.2018 - 02.2019
- Was in charge of Email team of 40 agents, winning Amazon COA for 3 months consecutively.
- Helped establish Cairo Email team as one of the main players across Amazon partners.
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.
Subject Matter Expert - Online Retail DE Market
Concentrix
Cairo, Cairo Governorate
04.2018 - 06.2018
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Customer Service Representative - Online Retail DE
Concentrix
Cairo, Cairo Governorate
11.2017 - 04.2018
- Provided primary customer support to internal and external customers in fast-paced environment.
- Ensured service delivered to customers, meets contractual key performance indicators (KPIs).
Education
BBA - Business Administration And Management
Faculty Of English Commerce Cairo University
Cairo 09.2011 - 06.2015
Skills
Teamwork and flexibility
Strategic planning
Talent development
Operations management
Cross-functional collaboration
Data analytics
Troubleshooting and problem resolution
Education
Cairo
Languages
4,Very Good,4,Very Good,5,Excellent
Contact
Mohandessin, GZ 12511
Timeline
SR. Manager, Operations Travel Sector
Concentrix
12.2024 - Current
Operations Manager-Tourism EU Markets
Concentrix
11.2022 - 11.2024
Senior Team Leader - Tourism EU Markets
Concentrix
08.2021 - 10.2022
Operations Team Manager - Telecommunications DE
Concentrix
04.2021 - 08.2021
Operations Team Manager - Online Retail UK Market
Concentrix
08.2020 - 04.2021
Operations Team Manager - Tourism DE Market
Concentrix
02.2019 - 08.2020
Operations Team Manager - Online Retail DE Market
Concentrix
06.2018 - 02.2019
Subject Matter Expert - Online Retail DE Market
Concentrix
04.2018 - 06.2018
Customer Service Representative - Online Retail DE
Concentrix
11.2017 - 04.2018
BBA - Business Administration And Management
Faculty Of English Commerce Cairo University
09.2011 - 06.2015
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix