Ahmed Maatwk
Operations Manager
Barcelona,B
Summary
Performance oriented Operations Manager with over 12 years of diverse experience in customer care, technical support, community operations, and finance technology across Germany, Egypt, and Spain. Adept at managing cross-functional teams and optimizing operational processes to drive efficiency and deliver exceptional results. Proven track record of driving customer satisfaction, reducing costs, and improving overall performance. Fluent in German, Arabic, and English, with a deep understanding of multicultural dynamics. Committed to fostering a collaborative work environment and achieving organizational objectives through strategic planning and execution.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Operations Manager
Fourthline
2022.06 - Current
- Enhanced operational efficiency by automating tasks, leading to a 20% drop in AHT and a rise in capacity and volume.
- Improved accuracy from 96% to 98% in two quarters through performance enhancement measures and initiatives.
- Designed and launched an employee tier structure to better manage daily capacity, resulting in absorbing 80%+ volumes within SLA.
- Responsible for approving critical PEP cases following detailed AML and anti-fraud investigations.
- Implemented multiple Data Handling Amendments (DHA) to improve the process of complex investigations, resulting in reduced average handling time without compromising quality.
- Oversaw multiple Proof of Concepts (POCs) for new Business Partners, generating operational and quality reports for various stakeholders.
- Directed the hiring process for more than 40 employees in diverse roles.
- Guided and supervised the daily operations team through mentoring and management.
Senior Operations Manager
TELUS International Europe
2020.06 - 2022.06
- Oversaw the standardization and streamlining of service delivery reporting for content moderation across more than 12 language markets, encompassing a workforce of over 2000 FTEs.
- Maintained and achieved a 100% net billable hours target by overseeing recruitment activities and capacity allocation.
- Led multiple initiatives aimed at boosting employee utilization to exceed 85%, resulting in improved coverage and decreased turnaround times for high-priority cases.
- Oversaw client communications, conducting business reviews, addressing escalations, and managing expectations.
- Managed and mentored a team of four Operations Managers, each responsible for the day-to-day operations of different language markets.
Operations Manager
TELUS International Europe
2018.05 - 2020.06
- Directed and supervised the ramp-up of the second project location in Barcelona during the launch phase, overseeing recruitment, training, and structuring of over 1000 FTEs between May and December.
- Oversaw leadership recruitment in Barcelona, spanning Team Leaders, Senior Team Leaders, and Operations Managers.
- Established rotational schedules and scheduling systems with Capacity Management teams to ensure continuous 24/7 service delivery.
- Implemented measures for performance improvement to guide operational teams toward achieving learning curves and attaining 95% accuracy rates.
Operations Manager
TELUS International Europe
2017.06 - 2018.05
- Underwent META training on community operations and content moderation to head the pioneering team initiating a service delivery project in Essen, Germany.
- Managed the development of the operational setup in Germany, overseeing recruitment and providing specialized training for managerial roles, resulting in the project's growth from zero to 500 employees between June and December.
- Focused on talent scouting to assemble SME teams tasked with knowledge management, quality auditing, and training management, servicing six challenging language markets with an emphasis on maintaining quality standards.
- Daily management of key performance indicators with a special emphasis on meeting billable hours and quality targets.
Senior Operations Supervisor
Vodafone Shared Services
2015.05 - 2017.01
- Supervised the recruitment process for 100 German-speaking technical advisors, assembling a technical implementation team responsible for executing fixed net implementations for medium business clients in Germany.
- Supervised the planning and logistics of training approximately 50 FTEs from Egypt at various vendors across Germany over the course of one year to facilitate knowledge transfer and initiate operations in Cairo.
- Led the day-to-day operations of four key modules forming the fixed net implementation process, encompassing commercial registration of business customers, German Telecom carrier management, technical documentation, and technical implementation.
- Managed escalations as the go-to contact during the onboarding process, addressing delays and failures in implementations for both customers and business partners.
Quality and Training Supervisor
Vodafone Shared Services
2014.04 - 2015.05
- Headed a seed team of 10 members for an intensive 2-month training program in Germany, aimed at acquiring expertise in technical mobile provision processes for enterprise clients. During the training period, my responsibilities included coaching and mentoring the team to ensure readiness for the launch in Egypt.
- Established the quality auditing process following the start of operations, advancing and training two quality analysts to conduct audits. Supervised initiatives focused on improving agent performance and aligned results with partners.
- Developed and delivered a comprehensive training program with an intensive curriculum tailored to onboard new employees during the team's expansion.
Quality Assurance Coach
Vodafone Shared Services
2012.01 - 2014.04
- Coached German-speaking call center agents, improving their communication skills and deepening their product knowledge.
- Led a team of 12 agents to achieve a minimum of 80% first call resolution by upholding company and communication standards.
- Engaged in quality calibration meetings with partners and vendors to ensure consistent standards.
- Contributed to the design of enhancement measures aimed at addressing outliers and resolving quality issues.
- Compiled quality reports detailing performance metrics, major errors, and recommended actions.
International Account Advisor
Vodafone Shared Services
2010.05 - 2012.01
- Answering customer queries regarding products, services, policies, and accounts.
- Addressing customer complaints and resolving issues efficiently.
- Processing billing and payment inquiries.
- Leading standup meetings to deliver product and campaign updates to the operations floor.
- Managing email correspondence to update customer accounts and address partner escalations.
- Serving as Deputy Team Leader and Coach.
Education
Bachelor of Arts - Mass Communications
Cairo University
Cairo, Egypt 2001.04 -
Skills
People management
Operations management
Quality and Training management
Fraud and AML
KYC Onboarding processes
Performance Enhancement Plans
Process Improvement
Recruitment and Hiring
Client Relationship
Content Moderation
BPO vendor management
Timeline
Operations Manager
Fourthline
2022.06 - Current
Senior Operations Manager
TELUS International Europe
2020.06 - 2022.06
Operations Manager
TELUS International Europe
2018.05 - 2020.06
Operations Manager
TELUS International Europe
2017.06 - 2018.05
Senior Operations Supervisor
Vodafone Shared Services
2015.05 - 2017.01
Quality and Training Supervisor
Vodafone Shared Services
2014.04 - 2015.05
Quality Assurance Coach
Vodafone Shared Services
2012.01 - 2014.04
International Account Advisor
Vodafone Shared Services
2010.05 - 2012.01
Bachelor of Arts - Mass Communications
Cairo University
2001.04 -