Amira Hassan
@amirahassan
I lead contact center operations and improve customer experience across BPO teams.
EgyptWhat I'm looking for
I'm currently leading contact center operations at Terra Solutions after more than a decade building BPO and customer experience teams.
At NCR Atleos, I supervised operations for the MEA region. Previously, as Deputy Managing Director and Operations Manager at FGS - Your Outsourcing Solutions, I worked directly with clients, improved operations across levels, and handled onboarding for new accounts.
My experience also includes operations leadership at Raya Contact Center, customer service supervision at Sutherland Global Services, and progressive team management roles at Stream Global Services.
I've managed daily supervision and operational activity for teams of 30 or more direct reports, implementing processes to meet client metrics while developing agents. I'm a certified Yellow Belt in Lean Six Sigma and continue to look for new challenges and experiences.
Experience
Work history, roles, and key accomplishments
Managing contact center operations at Terra Solutions.
Supervised operations for the MEA region at NCR Atleos.
Deputy Managing Director - DMD
Aug 2019 - Jun 2022 (2 years 10 months)
Served as Deputy Managing Director at FGS - Your Outsourcing Solutions.
was dealing directly with the clients, help improving the operations on all level, was handling the onboarding of the new accounts.
Supervised operations at Raya Contact Center.
Supervised customer service at Sutherland Global Services.
Responsible for the daily one-on-one supervision and management of all agents on assigned team, typically a minimum of 30 direct reports. Ensures service delivered to our customers meets needs and contractual obligations of our clients through the management of operational activity of the team. Under the direction of the Service Delivery Manager, the Senior Team Supervisor implements systems and
Managed a team at Stream Global Services.
Provided senior support at Stream Global Services.
Provided support at Stream Global Services.
Education
Degrees, certifications, and relevant coursework
Cairo University
Bachelor's degree, Accounting
Dar el hanan language school
High School/Secondary Diplomas and Certificates
Dar el hanan language school
High School Diploma, General Studies
Completed high school education at Dar el hanan language school.
Availability
Location
EgyptAuthorized to work in
Job categories
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