Mostafa Dahab
Senior Operations Manager
Cairo
Summary
Dedicated and dynamic manager with over 8 years of extensive experience in the BPO industry, spanning Sales, Customer Service, and Training & Development. Known for a stellar reputation in spearheading large-scale projects, conducting in-depth data analysis, adept problem-solving, talent management, and enhancing customer experience. Proficient in driving operational enhancements, maximizing profitability, and boosting overall customer satisfaction levels
Overview
9
9
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Senior Operations Manager
Concentrix
04.2024 - Current
- Oversee daily operations of the contact center, ensuring adherence to policies and procedures.
- Develop and implement operational strategies to optimize performance and efficiency.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to drive continuous improvement.
- Lead, mentor, and develop a team of managers and agents, fostering a positive and productive work environment.
- Conduct regular performance reviews, providing coaching and feedback to enhance team performance.
- Manage staffing levels and scheduling to ensure adequate coverage and service delivery.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Ensure high levels of customer satisfaction by implementing best practices in service delivery.
- Collaborate with other departments to enhance the overall customer experience.
- Ensure project profitability by optimizing gross margins through efficient cost management and maximizing revenue streams. - Implement strategies to manage costs effectively while striving to maintain revenue at optimal levels.
Operations Manager
Concentrix
03.2022 - 04.2024
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Lead, develop, support, and motivate a team of Operations Team Leaders/Sr. Team Leaders to achieve client objectives, organizational goals, and ensure customer satisfaction.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyze call center trends and data to generate regular performance reports, ensuring continuous improvement.
- Foster client relationships and ensure high levels of client satisfaction through effective communication and service delivery
Assistant Planning Manager
Unimix
12.2021 - 03.2024
- Facilitated cross-departmental coordination, driving efficiency in planning processes and improving overall organizational productivity.
- Creating a detailed business analysis, outlining business pains, opportunities and solutions.
- Modeling business processes and identifying opportunities for a more lean process.
- Gathering, validating and documenting business requirements and reporting them back to stakeholders.
- Leading Improvement Projects and defining KPIs to monitor performance & progress.
- Analyzing commercial data such as budgets, sales results and forecasts.
- Estimating costs and identifying business savings. Reporting. Database Management.
- Oversee the implementation of new technology and systems. Running workshops and training sessions.
Senior Learning & Development Specialist
Teleperformance
12.2020 - 12.2021
- Responsible for designing & delivering learning & development solutions for over 7000 employee across 4 different sites.
- I've helped a key role to drive the overall learning process to a great enjoyment and effectiveness building the first interactive module for seniors & managers for better learning experience.
- Responsible for managing our e-learning platform, designing all e-learning solutions, creating & updating database.
- Responsible for the initial skills verification process.
- Performing TNA to identify knowledge and skill gaps. Identifying talents by utilizing tools such as 9Box w DISC assessment
Contact Center Supervisor
Teleperformance
11.2017 - 12.2020
- Directed, guided, coached and mentored team of agents and surpassed individual and corporate goals.
- Throughout my time as a supervisor, being one of the few supervisors to hold various tasks in favour of the business burgeoning, within my job duties I’ve managed to achieve the below:
- Superintending my team’s sales conversion and monthly targets, increasing the cross-selling, up-selling ratios, educating and mentoring my team to better perform the sales- customer satisfaction equation.
- I was responsible for monitoring the LOB's KPIs, spotting performance defects through deep analysis, and data processing, designing action plans to overcome the underperforming issues at the time.
- I’ve inducted partial/full PK trainings, delivering sales essential skills & techniques, customer engagement guidance and acted as full time trainer for a period of time.
- During the outbreak situation, I’ve been nominated to temporarily act as an assistant contact center manager (ACM) for almost 3 months, in times of the crisis, I’ve been handled the full LOB responsibility, and I’ve proudly received my feedback from the heads of operation, that outstandingly managed the task, as I handled the business intervals, also correlating with all departments to better keep the daily business flow as smooth and efficient as possible.
- As an ACM on task, I’ve insured the implementation of the COPC standards on the productive floors, as well as the imposition of the business codes according to lean six sigma principles.
- As the COVID19 situation continues, and in times of major operation structure transformation, I’ve played an important role in supporting the customer service department in times great work volume by fulfilling the duties of a customer support supervisor.
- I’ve proudly assisted a number of my team’s calibres and teammates in their promotions, through preparing them, providing consultations and guidance in every way possible for them to better reach their positions and pursue their passion and that I consider my biggest achievements.
Sales Coach
Teleperformance
07.2017 - 11.2017
Subject Matter Expert
Teleperformance
01.2017 - 07.2017
Contact Center Representative
Teleperformance
09.2015 - 01.2017
Education
Bachelor of Commerce - Accounting
Cairo University
Cairo 04.2001 -
Skills
Operations management
Leadership
Client Relationship
Financial Management
Interpersonal Skills
Strategic planning
Certification
Lean Six Sigma Yellow Belt
Timeline
Senior Operations Manager
Concentrix
04.2024 - Current
Lean Six Sigma Green Belt
03-2023
Lean Six Sigma Yellow Belt
04-2022
Operations Manager
Concentrix
03.2022 - 04.2024
Assistant Planning Manager
Unimix
12.2021 - 03.2024
Senior Learning & Development Specialist
Teleperformance
12.2020 - 12.2021
Contact Center Supervisor
Teleperformance
11.2017 - 12.2020
Sales Coach
Teleperformance
07.2017 - 11.2017
Subject Matter Expert
Teleperformance
01.2017 - 07.2017
Contact Center Representative
Teleperformance
09.2015 - 01.2017
Bachelor of Commerce - Accounting
Cairo University
04.2001 -
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