Mohamed Abohola
Operations Assistant Manager
Dubai
Summary
Results-driven BPO Assistant Manager with 6+ years of progressive leadership experience managing multi-channel contact center operations across European and International markets. Proven track record of Supervising teams up to 157 agents while delivering exceptional operational performance, including 30% efficiency improvements, 95% customer satisfaction ratings, and 25% cost reductions. Trilingual professional (English C1, German C1, Arabic Native) with specialized expertise in German market requirements and cross-cultural team management in fast-paced multicultural environments.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Operations Assistant Manager
IGT Solutions
02.2025 - Current
- Company Overview: Strategic operational leadership for 50+ agent contact center supporting German and International markets for KLM Airlines.
- Operational Excellence: Streamlined 3 core operational processes, achieving 30% efficiency improvement within 6 months and 40% reduction in average turnaround time
- Team Leadership: Successfully manage 4-member leadership team, enhancing productivity metrics by 35% and improving employee satisfaction scores by 25%
- Performance Analytics: Developed comprehensive data analytics framework, providing actionable insights that informed strategic decisions resulting in 15% revenue growth
- Customer Experience: Implemented service enhancement initiatives that improved customer satisfaction scores by 15% while maintaining 95% service level adherence
- Cost Management: Executed strategic cost-optimization measures, reducing operational expenses by 20% annually
- Process Innovation: Introduced automation tools and workflow improvements, reducing manual processing time by 45%
- Strategic operational leadership for 50+ agent contact center supporting German and International markets for KLM Airlines.
Operations & Quality Team Leader
IGT Solutions
05.2023 - 01.2025
- Company Overview: Led quality assurance and operational excellence initiatives for multi-campaign contact center operations for Lufthansa.
- Performance Management: Implemented metric-driven coaching and process refinement programs, boosting team efficiency by 30% within 6 months
- Quality Enhancement: Improved service quality scores by 28% while reducing operational costs by 8% through strategic task alignment and resource optimization
- Talent Development: Mentored and onboarded 30+ new hires, achieving 90% retention rate and fostering high-performance culture with 85% internal promotion rate
- Real-Time Management: Developed comprehensive dashboard for quality metrics and performance tracking, providing senior leadership with actionable insights
- Cross-Functional Leadership: Collaborated with IT, HR, and Client Services to streamline operations and enhance service delivery
- Compliance Management: Ensured 100% adherence to quality standards and regulatory requirements across all campaigns
- Led quality assurance and operational excellence initiatives for multi-campaign contact center operations for Lufthansa.
Assistant Contact Center Manager
Teleperformance
12.2021 - 04.2023
- Company Overview: Managed daily operations for 150+ seat multilingual contact center serving Amazon DE overall Europe.
- Operations Management: Oversaw end-to-end contact center operations including workforce planning, performance monitoring, and quality assurance
- Service Excellence: Achieved 95% customer satisfaction score through implementation of robust QA benchmarks, agent coaching programs, and process improvements
- Cost Optimization: Reduced operational costs by 25% through data-driven process optimizations and resource allocation strategies
- Leadership Development: Built and led internal leadership pipeline, successfully promoting 6 team members to supervisory roles with 95% success rate
- SLA Management: Maintained 98% service level adherence while managing peak volumes up to 2,500 interactions daily
- Quality Assurance: Established comprehensive QA framework with 15+ KPIs, achieving 92% quality scores consistently
- Managed daily operations for 150+ seat multilingual contact center serving Amazon DE overall Europe.
Contact Center Supervisor
Teleperformance
01.2020 - 11.2021
- Company Overview: Supervised 20+ agent team delivering high-volume customer service across multiple channels (Live Chat, Phone, Messages) for Amazon DE.
- Team Leadership: Directed multicultural team of 20+ agents, consistently exceeding individual and company performance targets by 15%
- Performance Excellence: Achieved top-tier SLA compliance (98%+) while exceeding sales targets by 20% through strategic coaching and motivation
- Process Improvement: Introduced weekly performance dashboards, improving agent accountability and transparency, resulting in 25% productivity increase
- Client Satisfaction: Enhanced client satisfaction scores by 15% through improved call scripts, QA practices, and service delivery optimization
- Training & Development: Conducted skill development sessions and performance coaching, achieving 90% team performance improvement
- Supervised 20+ agent team delivering high-volume customer service across multiple channels (Live Chat, Phone, Messages) for Amazon DE.
Customer Service Representative
Teleperformance
07.2019 - 01.2020
- Company Overview: Frontline Amazon customer service with focus on quality and efficiency.
- Customer Excellence: Resolved customer inquiries with 95% satisfaction rating, handling 50+ interactions daily across phone, chat, and email
- CRM Management: Utilized advanced CRM tools for comprehensive case tracking and customer relationship management
- Performance Recognition: Achieved Employee of the Month recognition for outstanding service delivery and sales achievements
- Process Adherence: Maintained 98% adherence to quality standards and call-handling procedures.
- Frontline Amazon customer service with focus on quality and efficiency.
Education
Bachelor of Dentistry - Dentistry
Ahram Canadian University
01.2014 - 01.2019
Skills
English C1
German C1
Lean & Six Sigma Principles
Team Leadership & Coaching
Problem Solving & Process Optimization
Quality & Compliance Management
Advanced Excel for Reporting and Finance
KPI Analysis & Optimization
CRM Systems (SalesForce, CsC, Cheetah,)
Talent Development & Mentoring
Data Analytics (Power BI, Tableau)
WFM Tools ( NICE CX, SAP Success Factor)
Certification
Lean Six Sigma, Green Belt Certification (In Progress)
Accomplishments
- Led 157-member team to achieve quality KPI targets after 21 consecutive months of underperformance.
- Collaborated cross-functionally to launch new business channel that achieved #1 global ranking and maintained position for 6+ consecutive months.
- Delivered 16%+ in annual cost savings through process optimization and efficiency improvements.
- Mentored 20+ professionals across various roles, achieving 65% internal promotion rate.
- Built leadership pipeline with 15+ successful promotions to supervisory and management positions.
- Achieved 30% employee retention in high-turnover industry through effective leadership and development programs.
- Consistently exceeded targets across all performance metrics including quality, productivity, and customer satisfaction.
- Maintained 90%+ customer satisfaction across all managed operations and campaigns.
- Achieved 96% SLA compliance while managing high-volume, multi-channel operations.
Interests
Professional Development: Continuous learning in operations management and leadership
Technology: Web design and digital innovation
Strategic Thinking: Chess and Strategic Planning
Reading: Business management and industry publications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
German
Arabic
Software
Excel
Power BI
Tableau
SalesForce
NICE CX
Work Preference
Work Type
Full TimeLocation Preference
HybridImportant To Me
Career advancementCompany CulturePersonal development programsTeam Building / Company RetreatsWork from home optionPaid time offPaid sick leaveQuote
“There is nothing noble in being superior to your fellow man; true nobility is being superior to your former self.”
Ernest Hemingway
Timeline
Operations Assistant Manager
IGT Solutions
02.2025 - Current
Operations & Quality Team Leader
IGT Solutions
05.2023 - 01.2025
Assistant Contact Center Manager
Teleperformance
12.2021 - 04.2023
Contact Center Supervisor
Teleperformance
01.2020 - 11.2021
Customer Service Representative
Teleperformance
07.2019 - 01.2020
Bachelor of Dentistry - Dentistry
Ahram Canadian University
01.2014 - 01.2019