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Alaa Altwailai, Supervisor of Contact Center Operations

Alaa Altwailai

Supervisor of Contact Center Operations·Magrabi HealthCare

Saudi Arabia

High school or equivalent, اخرى

Work experience

Total years of experience: 10 years, 7 months

Supervisor of Contact Center Operations

March 2018 - July 2025

Magrabi HealthCare

Riyadh, Saudi Arabia

March 2018 - July 2025

• Managed daily contact center operations and supervised a team of 36 call center agents.
• Oversaw queue management, inbound/outbound traffic, and workload distribution.
• Acted as the main escalation authority for complex customer cases.
• Monitored and optimized KPIs including AHT, SLA, productivity, and quality scores.
• Developed and implemented contact center policies and procedures.
• Contributed to the Magrabi Unified Number Project (2018).
• Reported operational performance and KPIs to senior management and supported data-driven decision-making.

Company industry:
Other Healthcare Services
Job role:
Customer Service and Call Center

Operation supervisor

January 2015 - March 2018

شركة مراكز الاتصال

Riyadh, Saudi Arabia

January 2015 - March 2018

• Supervised Home Agent Project operations and distributed teams.
• Held operational responsibility for 400+ employees during assigned shifts.
• Led AHT optimization and escalation management initiatives.

Company industry:
Telecommunications
Job role:
Management

Operation supervisor in STC project

January 2015 - March 2018

Contact cent company

Riyadh, Saudi Arabia

January 2015 - March 2018

• Supervised Home Agent Project operations and distributed teams.
• Held operational responsibility for 400+ employees during assigned shifts.
• Led AHT optimization and escalation management initiatives.

Company industry:
Telecommunications

Education

دوره

November 2023

November 2023

High school or equivalent, اخرى

Saudi Arabia

GPA (rating): Excellent

GPA (rating): Excellent

اخرى

January 2023

January 2023

Diploma, دوره

Saudi Arabia

GPA (rating): Excellent

GPA (rating): Excellent

Dorrb

April 2022

April 2022

High school or equivalent, دوره

Saudi Arabia

GPA (rating): Excellent

GPA (rating): Excellent

Magrabi hospital

August 2021

August 2021

High school or equivalent, دوره

Saudi Arabia

hospital

May 2021

May 2021

High school or equivalent, دوره

Saudi Arabia

دوره

July 2020

July 2020

High school or equivalent, دوره

Saudi Arabia

Graduate of King Saud University

July 2014

July 2014

Bachelor's degree, لغة عربية

Saudi Arabia

GPA (point): 3 out of 5

GPA (point): 3 out of 5

Department of Arabic Language.

King Saud University

December 2013

December 2013

Bachelor's degree, Arabic Language department.

Saudi Arabia

Skills

Microsoft Excel
Expert
Microsoft Excel
Expert
Management
Expert
Management
Expert
Teamwork
Expert
Teamwork
Expert
selling skills
Expert
selling skills
Expert
Microsoft Office
Expert
Microsoft Office
Expert
LANGUAGES
Intermediate
LANGUAGES
Intermediate
الادارة
Expert
الادارة
Expert
التخطيط
Expert
التخطيط
Expert
استخدام نظام المايكروسيف والاوفيس
Expert
استخدام نظام المايكروسيف والاوفيس
Expert
TEAMWORK
Expert
TEAMWORK
Expert
MICROSOFT OFFICE
Expert
MICROSOFT OFFICE
Expert
HABLAR EN PÚBLICO
Expert
HABLAR EN PÚBLICO
Expert
operation
Expert
operation
Expert
marketing
Expert
marketing
Expert
planning
Expert
planning
Expert
mobile
Expert
mobile
Expert
program management
Intermediate
program management
Intermediate
operations management
Intermediate
operations management
Intermediate
problem solving
Expert
problem solving
Expert
Project Supervision
Intermediate
Project Supervision
Intermediate
Project Planning
Expert
Project Planning
Expert
Project Execution
Expert
Project Execution
Expert
Call Center
Expert
Call Center
Expert
Customer Care
Expert
Customer Care
Expert
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
END TO END ENCRYPTION
Intermediate
END TO END ENCRYPTION
Intermediate
HEALTHCARE INDUSTRY KNOWLEDGE
Intermediate
HEALTHCARE INDUSTRY KNOWLEDGE
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
LINKEDIN
Intermediate
LINKEDIN
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
Microsoft Excel
Expert
Microsoft Excel
Expert
Management
Expert
Management
Expert
Teamwork
Expert
Teamwork
Expert
selling skills
Expert
selling skills
Expert
Microsoft Office
Expert
Microsoft Office
Expert

Languages

Arabic

Expert

English

Intermediate

Training and Certifications

Certifications
Personal planning course
Certification of passing – KSU
Scientific search
Strategic and Operational planning using performance indicators KPIs
Nov 2023

Training
Project management professional PMP
معهد قمم الرواد العالمية
Dec 2022

Hobbies and interests

القراءة والرياضة