Mohamed Abohola

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.

• 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.