Nada Abd El Raheem El Ameen

Results-oriented operations leader with 15+ years of cross-functional experience in the BPO industry, currently serving as Associate Director of Operations. Proven ability to lead large-scale teams, launch new programs, and drive operational performance through data-driven strategies and client-focused execution. Strong expertise in performance management, strategic planning, and stakeholder engagement across global accounts. Formerly served as the Head of EMEA Performance Reporting and Analysis team, supporting sites in Edinburgh and Cairo.

• Strategic Operations Management -Sales & Performance Optimization
• Client Relationship Management- Workforce Planning & Reporting
• Budget & Cost Control - Process Improvement & Quality Assurance
• Team Leadership & Coaching - Project Management

• Handles customer inquiries, complaints (Technical &billing issues) with the highest level of courtesy and professionalism. Team Manager delegate a mentor role.
• Overseeing the entire employee lifecycle within the company. managing the company's relationship with its employees and addressing workplace issues by providing appropriate solutions.
• Conducting all recruitment processes, ensuring that candidates have a clear understanding of their responsibilities, benefits, and challenges. participate in the orientation and training of new employees.
• Handle employee complaints. address employee violations of policies by issuing warning and appreciation letters, and manage the process of laying off, firing, conducting exit interviews and potentially retaining valuable employees is another responsibility.
• Involved in managing and improving the employees' appraisal process, handling the payroll process, issuing salary certificates, pay slips. ensure that former employee files are maintained in accordance with legal requirements.
• Conducts employee satisfaction surveys to gauge the current staff's level of satisfaction and conduct 1-on-1 interviews with new employees to gather valuable feedback. Prepare reports and documents for presentation purposes.