пропозиції роботи
Sherif Kamel
Poland Country Manager, Raya Contact Center Europe Sp. z o. o.
Warszawa,
mazowieckie
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Umiejętności
Balanced Scorecard
Analiza biznesowa
COPC Registered Coordinator
CRM
Customer Experience Analysis
Greenfield start-ups
ISO 14001
Outsourcing
zarządzanie wydajnością
Process Excellence
Project Management
Zapewnienia Jakości
Six Sigma
Zarządzanie zespołem
Training Delivery
Negocjacje
Obsługa klienta
Cross-functional team management
ISO 18001
ISO 9001:2008 Quality Management System Auditor/Representative
process improvment
Six Sigma Black Belt Certfied
Języki
angielski
ojczysty
arabski
ojczysty
Doświadczenie zawodowe
Poland Country Manager
Raya Contact Center Europe Sp. z o. o.
- Establish a new Contact Center in Poland with an initial capacity of 250 seats
- Plan for expansion over five years to reach 750 to 1,000 seats.
- Business development through bringing in new EU clients and manage presales & clients visits in coordination with Egypt HQ business development team.
- Managing cross functional teams for modifying & updating existing policies & procedures towards efficient performance achievement
- Cross functional departments and teams management between Egypt and Poland to ensure a smooth Kick-off for the first two clients operations successfully
- Full ownership of annual budget with focus on leading and monitoring the improvement in KPIs and ROI of current initiatives and clients projects.
- Project Management for the site preparation & set up.
- Setting up the company & legal requirements in coordination with local authorities
- Company representation with government , suppliers , legal , banks & clients
- Applying and acquiring polish subsidization
- Interview and hire the required staff for the first phase utilizing relevant recruitment agencies where applicable and in coordination with Egypt HR team
- Plan for expansion over five years to reach 750 to 1,000 seats.
- Business development through bringing in new EU clients and manage presales & clients visits in coordination with Egypt HQ business development team.
- Managing cross functional teams for modifying & updating existing policies & procedures towards efficient performance achievement
- Cross functional departments and teams management between Egypt and Poland to ensure a smooth Kick-off for the first two clients operations successfully
- Full ownership of annual budget with focus on leading and monitoring the improvement in KPIs and ROI of current initiatives and clients projects.
- Project Management for the site preparation & set up.
- Setting up the company & legal requirements in coordination with local authorities
- Company representation with government , suppliers , legal , banks & clients
- Applying and acquiring polish subsidization
- Interview and hire the required staff for the first phase utilizing relevant recruitment agencies where applicable and in coordination with Egypt HR team
Customer Centricity Manager
Orange Egypt
- Deploying frameworks for assessing & driving Customer Centricity, COPC, & Six Sigma
- Plan, monitor & manages internal Six Sigma projects from initiation through completion to ensure project results meet requirements & objectives.
- Accountable for the performance & results of multiple cross functional Six Sigma teams within different organization functions & levels.
- Enable identification/deployment of cross departmental actions to improve customer perception.
- Deliver advisory & implementation support to enhance end-to-end satisfaction & experience
- Accountable for the assigned annual budget, performance, results, resources, vendors & portfolio of tests using direct & indirect customer research
- Manages multiple cross functional teams of professionals and managers in COPC deployment.
- Contribute to the development & management of the organization’s Culture Shift
- Plan, monitor & manages internal Six Sigma projects from initiation through completion to ensure project results meet requirements & objectives.
- Accountable for the performance & results of multiple cross functional Six Sigma teams within different organization functions & levels.
- Enable identification/deployment of cross departmental actions to improve customer perception.
- Deliver advisory & implementation support to enhance end-to-end satisfaction & experience
- Accountable for the assigned annual budget, performance, results, resources, vendors & portfolio of tests using direct & indirect customer research
- Manages multiple cross functional teams of professionals and managers in COPC deployment.
- Contribute to the development & management of the organization’s Culture Shift
Szkolenia i kursy
Situational Leadership, Oct 2012, Orange Egypt
TTT “Be the Change Culture Shift”, Jul 2012, Orange Egypt
COPC Registered Coordinator, May 2012, COPC, Egypt
Customer Journey Simplification - TTT, May 2011, Orange Egypt
Leaders at Change, Jun 2011, Orange Egypt
Foundations Of Leadership, Oct 2010, Orange Egypt
Assertiveness, Persuading and Influencing, Sep 2010, Orange Egypt
Business Case Development, Jul 2010, Orange Egypt
COPC Six Sigma Yellow Belt TTT, Jun 2008, COPC, Netherlands
COPC Internal Auditor, Jun 2007, COPC, Egypt
ISO 14001:2004 Lead Auditor, Jun 2006, BSI, Egypt
COPC HPMT for Contact Centers, May 2005, COPC, Egypt
COPC Registered Coordinator, CSP Release 3.4, Feb 2005, COPC, UK
ISO 9001:2000 Lead Auditor, Dec 2004, BSI, Egypt
Six Sigma Green Belt, Feb 2004, AUC, Egypt
TTT “Be the Change Culture Shift”, Jul 2012, Orange Egypt
COPC Registered Coordinator, May 2012, COPC, Egypt
Customer Journey Simplification - TTT, May 2011, Orange Egypt
Leaders at Change, Jun 2011, Orange Egypt
Foundations Of Leadership, Oct 2010, Orange Egypt
Assertiveness, Persuading and Influencing, Sep 2010, Orange Egypt
Business Case Development, Jul 2010, Orange Egypt
COPC Six Sigma Yellow Belt TTT, Jun 2008, COPC, Netherlands
COPC Internal Auditor, Jun 2007, COPC, Egypt
ISO 14001:2004 Lead Auditor, Jun 2006, BSI, Egypt
COPC HPMT for Contact Centers, May 2005, COPC, Egypt
COPC Registered Coordinator, CSP Release 3.4, Feb 2005, COPC, UK
ISO 9001:2000 Lead Auditor, Dec 2004, BSI, Egypt
Six Sigma Green Belt, Feb 2004, AUC, Egypt
Edukacja
Business Administration, MBA
Nile University
Industrial and Management Engineering, licencjackie
Arab Academy for Science and Technology
Specjalizacje
Call Center
Zarządzanie Call Center
Call Center
Konsultanci
Zarządzanie jakością
Kontrola jakości
Zarządzanie jakością
Zapewnienie jakości
Zarządzanie jakością
QA
Zainteresowania
Scuba Diving
Horse Back Riding
Chess
Horse Back Riding
Chess
Organizacje
ISO
BSI
Quality America
COPC
BSI
Quality America
COPC
