Operations Director
Wasla Outsourcing
Total years of experience :20 years, 10 Months
- Lead, direct, and control the business activities of a Wasla Outsourcing, and all the operations of the organization in Egypt to achieve its short and long-term financial and operating objectives as set by the overall organization business plan
- Scope of responsibilities is covering the management of the core business activities (contact center operations) and the supporting functions (Recruitment, Training & Development, HR Operations, WF, QC, QA)
- Develop the corporate objectives, strategies and plans; oversee, monitor, and evaluate the organization’s performance so that these strategies and objectives are met
- Establish and oversee budgets, plans, policies, and programs that will effectively implement the business strategies and objectives set by the Board
- Ensuring that all Wasla departments operate within agreed budgets and achieve agreed targets
- Set, and monitor the performance of Wasla against the standards and targets
- Monitor the Wasla’s competitive environment to identify business threats and opportunities and develop business plans to address them
- Liaise with other heads across Wasla to ensure that the strategies and activities are integrated with other parts of the business and align with the overall corporate objectives
- Lead, direct, evaluate, and develop a team of managers to ensure that Wasla business strategy is implemented effectively, consistently and according to established guidelines and budgets
- Direct all aspects of the organization’s day-to-day operations to ensure that the organization functions efficiently and in accordance with the long-term mission, vision, values, and objectives defined by the Chief Executive Officer and the Board of directors.
- Oversee the opening or closing of facilities so that these activities are completed on time and within budget and with minimal disruption to the organization’s day-to-day operations
Manage the operations of different types of call center activities which efficiently provide BPO services to a different types of industries and services (Telecommunication, Home Appliance, IT, Automotive, Medical/pharmaceutical, educational, Governmental E-Services, Food and Beverage, Fast Food)
Manage all the business interactions between Wasla clients, client end user (customers) & the customer operations, to insure the highest level of customer satisfaction and maximization the revenue for both Wasla and clients
Contribute to the development of corporate objectives, strategies and plans; oversee, monitor, and evaluate the organization’s performance so that these strategies and objectives are met.
Supervise the preparation of operating budgets and proposals for capital expenditure and investments in infrastructure, technology, equipment, systems, or other assets and resources; analyse and approve operational investments that best meet the organization’s business needs
Lead, guide, evaluate, and develop a team of managers with operational responsibilities to ensure that the organisation achieves it business objectives and complies with all relevant regulations and laws.
- Manage the operations of different types of call center activities which efficiently provide BPO services to a different types of industries and services (Telecommunication, Home Appliance, IT, Automotive, Medical/pharmaceutical, educational, Governmental E-Services, Food and Beverage, Fast Food)
- Leading a team of around 1700 employees operating from 5 different sites
- Manage all the business interactions between Wasla clients, client end user (customers) & the customer operations, to insure the highest level of customer satisfaction and maximization the revenue for both Wasla and clients
- Contribute to the development of corporate objectives, strategies and plans; oversee, monitor, and evaluate the organization’s performance so that these strategies and objectives are met
- Supervise the preparation of operating budgets and proposals for capital expenditure and investments in infrastructure, technology, equipment, systems, or other assets and resources; analyse and approve operational investments that best meet the organization’s business needs
- Lead, guide, evaluate, and develop a team of managers with operational responsibilities to ensure that the organisation achieves it business objectives and complies with all relevant regulations and laws
Business Partners’ (service providers) relationship management”
surpass customer expectations and maintaining this superior customer satisfaction level through effective supervision of the outsourced call centre