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Omar Jawhari

@omarjawhari

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Senior HR leader blending recruitment strategy and operational management to improve teams.

Lebanon

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What I'm looking for

I’m looking for an HR leadership role where I can own recruitment, employee relations, payroll support, and performance cycles—while improving day-to-day operations and team output through structured processes and clear KPI tracking.

I bring 13+ years of experience across Human Resources, Recruitment, and contact centre operations, with a proven track record of leading teams, improving performance, and driving customer satisfaction. I’ve combined strategic HR expertise with hands-on operational management to build strong teams, streamline processes, and deliver consistent results.

As Senior HR at SDT International, I handle the full recruitment process for Lebanon & KSA—from CV search to selection and hiring for project sites—while coordinating interviews and managing documentation and employee records. I also support performance appraisal cycles, provide training in the areas engineers need, assist with monthly payroll, and handle attendance/punching follow-up, visa and residency validity tracking, job offers/contracts, and staff leaves with HR Manager oversight.

Before that, I managed contact centre operations at Visa Facility (VFS Global / Mawared) and served as a Contact Centre Advisor at Qatar Airways. I trained agents with updated FAQs, monitored real-time performance and KPI dashboards (including AHT, SA, and abandoned %), improved VOC-driven corrective actions, and ensured daily reporting and SLA compliance—while also supporting marketing activities for training courses. I also worked as a Mathematics Coordinator and Math teacher earlier in my career, strengthening my analytical and structured teaching approach.

Experience

Work history, roles, and key accomplishments

Current

Senior HR

Current

SDT International

Dec 2022 - Present (3 years 6 months)

Handled end-to-end recruitment for Lebanon and KSA, from CV search to selection and hiring, and scheduled interviews including with the CEO. Managed employee documentation, visa and residency follow-ups, monthly performance appraisal support, payroll assistance, attendance tracking, training coordination, and HR documentation such as job offers and contracts.

Recruitment Interview Scheduling HR Documentation Payroll Support training coordination

Contact Centre Advisor

Mekdam Technical Services

Jun 2022 - Sep 2022 (3 months)

Booked and rebooked flights using Amadeus/ARD and provided customers with general airline information. Delivered customer service support for flight reservation inquiries.

Flight Reservation Re Bookings Customer Service Airline Information Support Multitasking

Contact Centre Manager

VFS Global - Mawared

Jan 2016 - Jan 2022 (6 years)

Managed contact center operations for a visa facility, ensuring activities followed SLAs and monitored real-time performance dashboards and KPIs. Trained agents with updated FAQs, handled inbound emails/calls, reviewed VOCs for corrective actions, managed agent breaks and schedules, supported value-added services promotion, and coordinated with IT on contact center issues.

Contact Center Operations SLA Management Dashboards KPIs Customer VOC Handling Value added Services IT coordination

Mathematics Coordinator & Teacher

Byblos Technical Institute

Jan 2012 - Jan 2017 (5 years)

Coordinated mathematics instruction and supported teaching delivery at a technical institute. Prepared students for learning through structured math teaching and coordination.

Mathematics Instruction Teaching

Mathematics Coordinator (Cycle 3)

Mount Lebanon College

Jan 2015 - Jan 2016 (1 year)

Served as math coordinator (Cycle 3) and math teacher at the secondary level. Coordinated math teaching for the cycle and supported student learning outcomes.

Mathematics Instruction Cycle 3 Support Lesson planning