Moustafa Fouda
@moustafafouda
I lead multi-site contact-centre operations, launches, client performance, and workforce delivery.
EgyptWhat I'm looking for
At POSE CX, I lead service delivery for outbound medical campaigns, directing 3 Team Leaders and 60+ agents while owning client KPIs, quality adherence, forecasting, and real-time manpower delivery.
I've launched and stabilized greenfield sites in Orouba and Burj Al-Arab, including operations for a green-energy campaign. I also supported POSE CX's first international launch in Cebu, Philippines, training agents, Team Leaders, and trainers through go-live.
My teams have scaled concurrent campaigns to 120+ agents and 7 Team Leaders, and I led an outbound sales team to a #1 ranking for 11 consecutive months. I use dashboards, trend analysis, coaching, and corrective action plans to protect performance and strengthen client retention.
Across Vodafone UK, Intelcia, ElGrocer, and POSE CX, I've grown from frontline sales and customer support into operations leadership. I'm a Lean Six Sigma Yellow Belt who values operational readiness, practical people development, and dependable customer outcomes.
Experience
Work history, roles, and key accomplishments
Account & Operations Manager
POSE CX
Jan 2024 - Present (2 years 7 months)
Directs 3 Team Leaders and 60+ agents on the DDP Medical outbound campaign, owning end-to-end service delivery, client KPIs, and quality adherence. Spearheaded greenfield site launches and scaled two concurrent medical sales campaigns to 120+ agents and 7 Team Leaders.
Education
Degrees, certifications, and relevant coursework
University of Minnesota
Professional Certificate, Operations and Performance Management
Professional certificate in Operations and Performance Management.
Alexandria University
Bachelor of Arts, English Language and Literature
Bachelor of Arts in English Language and Literature, completed while working full-time in BPO operations.
Victoria College, Alexandria
Secondary School Certificate, General Education
Secondary schooling at Victoria College in Alexandria.
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
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