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Mohammad Aladwan, Head of Contact Centre

Mohammad Aladwan

Head of Contact Centre·ToYou

Saudi Arabia

Bachelor's degree, Managmnet information system ( MIS)

Work experience

Total years of experience: 21 years, 9 months

Head of Contact Centre

October 2021 - Present

ToYou

Riyadh, Saudi Arabia

October 2021 - Present

• Lead contact centre strategy and daily operations across voice, email, chat and social media
(customer-support only).
• Oversee a high-volume operation (20, 000+ tickets/day), set SOPs and manage escalation workflows to
ensure timely resolution.
• Develop and deliver a scalable roadmap focused on improving service levels, customer experience and
cost-efficiency.
• Introduced training, process improvements and automation that increased CSAT by up to 25% and reduced
AHT by 18%.
• Delivered an organisational redesign that optimised headcount while improving response times and overall
contact centre performance.
• Conducted systematic reviews of internal systems and automated repetitive agent tasks, reducing manual
workload and ticket volumes.
• Proposed and implemented chat and response-quality enhancements (templates, routing and escalation
rules) that lowered ticket inflow and improved customer satisfaction.
• Led pilots and research into AI-driven solutions (virtual assistants, smart routing, knowledge suggestions) to
boost efficiency and accuracy.
• Established end-to-end monitoring to detect operational gaps, capture customer feedback and coordinate
improvements with product and operations teams.
• Maintained continuous feedback loops with relevant departments to enhance system stability, product quality
and the customer experience.

Company industry:
Internet & E-commerce

Call Center Operations Manager

February 2016 - October 2021

Extensya

Riyadh, Saudi Arabia

February 2016 - October 2021

- The Focal Point between the Company and the client
- handling the Client requests
- Make sure that the Customer Service Channels operations (Call Center & Branch’s) KPIs achieved according to the plan.
- Monitoring the Centres Performance and raise correction actions on spot.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Head Of Customer Service

October 2020 - January 2021

AMHEC Co

Khobar, Saudi Arabia

October 2020 - January 2021

• Set up a new call centre, managed vendor selection and implemented telephony and ticketing systems.
• Established KPIs and improved cross-team processes to reduce escalations and improve handoffs.
• Coached leaders and frontline staff on service standards and quality measurement.

Company industry:
Motor Vehicle Passenger Transport

Contact Centre Operations Manager / Project Manager / Operations Supervisor

January 2009 - January 2020

Extensya

Riyadh, Saudi Arabia

January 2009 - January 2020

• Career progression: Advanced through multiple operational and project leadership roles (Operations
Supervisor → Project Manager → Contact Centre Operations Manager), overseeing increasing scope and
complexity across projects and clients.
• Managed simultaneous projects across regions and clients (in-country and cross-border), coordinating
multi-vendor setups and ensuring consistent service levels across sites.
• Operated as a primary point of contact between client stakeholders and delivery teams, translating business
requirements into operational plans and SLAs.
• Managed both voice and omnichannel implementations (IVR, ACD, telephony integrations, chat, email, social
media), ensuring seamless routing, CRM integration and reporting.
• Owned KPI governance across projects with tailored SLAs and performance frameworks per client (AHT,
FCR, CSAT, SLA attainment, occupancy, adherence, shrinkage and forecast accuracy).
• Led workforce management and forecasting for multi-site operations, improving forecast accuracy and
capacity planning to meet peak demand and SLA targets.
• Directed quality assurance programmes including QA scoring, speech analytics, calibration sessions and
agent coaching to raise service consistency.
• Delivered reporting automation and dashboarding to provide real-time operational visibility to clients and
senior management.
• Managed change and project delivery for new system rollouts, vendor integrations and process
transformations while minimising disruption to service.
• Coached and developed team leaders and supervisors, established SOPs and evaluation frameworks aligned
to COPC/ISO practices and client requirements.
• Maintained strong client relationships, handling escalations, driving root-cause analysis and ensuring
continuous improvement in customer outcomes.

Company industry:
Call Centers & Customer Care Outsourcing

Opererations Supevisor

November 2012 - January 2016

Extensya

Riyadh, Saudi Arabia

November 2012 - January 2016

* Contact Management Centers experience (Sep. 2009 - Present):

Jun 2015 - Present : Project Manager for Government Company -AL Riyadh .

 Nov. 2012 - May 2015: operations Supervisor in Extensya - KSA ( Zain KSA Project) (Telecommunications)
Operations Supervisor Tasks:

• Ensures that daily operations achieve service targets and KPIs and shift resources among teams
• Ensures focus on the achievement of income generating activities and the maintenance of performance service standards.
• Analysis of call volume on continuous basis to make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
• Provides comprehensive and knowledgeable information and service to internal and external customers regarding all products and services
• Maintains professional tools and facilities to achieve the department target and Objectives.
• Organizes resourcing and load balancing during the shift intervals
• Resources allocations through different functionalities inbound out bound campaigns.
• Coach, assist and monitor all the Team Leaders work tasks and make sure they meet the targets
• Manages the CSR’s leaves, Switching, and Time off
• Follow up on team leaders’ activities, duties and responsibilities for all issues related to their teams’ results and improvement
• Assist in fine-tuning and implementation of Policies and Procedures.
• Work closely with management to achieve team and department goals
• Coordinates with the Training Department to prepare training plans for new recruits and maintains training schedule.
• Supervise shift personnel in daily operations
• Coordinating with other departments
• Reports all system errors, bugs, Daily events, general events and feedback all responsible persons about any problems
• Providing timely notification to management of negative trends, urgency of issue, or extent of required follow up
• Participates in all system requirements
• Provide the Contact center manager with the necessary feedback regarding the department’s deficiencies and training requirements. Or any other issues.
• Follow up and implementation for all operational issues
• Make sure Agent KPIs updated and visible to the agent on daily basis .
• Group meeting with the agents to get feedback about the work environment.
• Deliver HR actions to the agents.
• Review all data related to the agents Payroll at the end of each month ( NS, Sick leaves, agent Bonus, OT, unpaid leaves ) and send it to the concerned parties .
• arrange for new comers interview and filtering the candidates
• Follow the training plan and new comers attendance.
• Follow with operation support the required process in order to prepare the system users and Agents
• Follow the QA daily Tasks (Invalid TKTs, Disconnected calls, Long calls, Invalid Holds)
• Follow Females agents and Team leaders KPIs .
)

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

CMC Team Leader

September 2009 - October 2012

Extensya

Amman, Jordan

September 2009 - October 2012

Fly Dubai CC team leader handling the following Tasks :
on-floor supervisor for a group of agents, providing them with the necessary support and making sure that the work flow is going as planned, monitor and follow the team result in weekly and monthly basis.
The Customer Service Representative or the Customer Service Senior Representative (Contact Center Agent) is responsible for direct communication with the End Customer to ensure that the Customers’ needs are met with accordance to the company quality standards and guidelines, and organize the Agent behavior and breaks time and control the services provided to achive high quality level

Company industry:
Business Process Outsourcing (BPO)
Job role:
Customer Service and Call Center

كاتب اداري

April 2004 - July 2008

South Shounah chambers of commerce

Balqa, Jordan

April 2004 - July 2008

Work at South Shounah chambers of commerce, by doing writing works like (Export, import…), input information about the origin certificate and members of South Shounah chambers of commerce and advise the Members if they have any inquiries or Problems.

Company industry:
Personal Care Centers
Job role:
Customer Service and Call Center

Education

Amman Al Ahlyah university

June 2008

June 2008

Bachelor's degree, Managmnet information system ( MIS)

Jordan

GPA (percentage): 81.1%

GPA (percentage): 81.1%

Work at South Shounah chambers of commerce, by doing writing works like (Export, import…), input information about the origin certificate and members of South Shounah chambers of commerce and advise the Members if they have any inquiries or Problems.

Al-Ahliyya Amman University

January 2008

January 2008

Bachelor's degree, Management Information Systems (MIS)

Jordan

Skills

Issue
Expert
Issue
Expert
Contact Management
Expert
Contact Management
Expert
Agents
Expert
Agents
Expert
Hiring
Expert
Hiring
Expert
Action Planning
Expert
Action Planning
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
LEADERSHIP
Expert
LEADERSHIP
Expert
QUALITY ASSURANCE
Expert
QUALITY ASSURANCE
Expert
KEY PERFORMANCE INDICATORS KPIS
Expert
KEY PERFORMANCE INDICATORS KPIS
Expert
COMPUTER SECURITY AWARENESS TRAINING
Expert
COMPUTER SECURITY AWARENESS TRAINING
Expert
GOVERNANCE
Expert
GOVERNANCE
Expert
CORPORATE REPORTING
Expert
CORPORATE REPORTING
Expert
CUSTOMER ADVOCACY
Expert
CUSTOMER ADVOCACY
Expert
TEXT PROCESSING
Expert
TEXT PROCESSING
Expert
CALL CENTER EXPERIENCE
Expert
CALL CENTER EXPERIENCE
Expert
Negotiation skill
Expert
Negotiation skill
Expert
Microsoft office
Expert
Microsoft office
Expert
Issue
Expert
Issue
Expert
Contact Management
Expert
Contact Management
Expert
Agents
Expert
Agents
Expert
Hiring
Expert
Hiring
Expert
Action Planning
Expert
Action Planning
Expert

Languages

English
Expert
Arabic
Native Speaker

Training and Certifications

Certifications
English Language Course
English Conversation Course
COPC HPMT Certification

Training
COPC HPMT
COPC
Jun 2021

Recommendations

Ali Shhamat

Jul 2014

Jul 2014

Syatems Support Senior OfficerColleague

i am working with Mohammed ,and he has strong experience in the call center field ,and also he can add a lot of positive values to the work environment and to other employees ,because he has strong and funny personality ,he is hard worker and also he doesn't tolerant in anything may effect his work negatively . and if i have my own business he will be the first person that i will contact him to help me in leading and building my work . he is really excellent profit for any company .

Hobbies

  • Volleyball , ping pong