Yousef Hussien
@yousefhussien
Operations Manager with 8+ years driving KPI-led client success and process optimization.
EgyptWhat I'm looking for
I’m an Operations Manager with over 8 years of experience supporting global clients across SaaS, BPO, and customer operations. I direct day-to-day operations for a workforce exceeding 200 Customer Service Associates across multiple business lines.
I manage staffing, scheduling, and performance evaluations, while identifying operational risks and implementing mitigation strategies. I monitor performance metrics and KPIs to drive continuous improvement, strengthening retention through coaching, recognition programs, and engagement initiatives.
In my client-focused roles, I owned onboarding and customer outcomes end-to-end for B2B SaaS clients. I delivered training and ongoing support, investigated issues through requirements gathering and reproducible troubleshooting, and coordinated with Product, Engineering, and Support to drive resolution.
I also lead business reviews and align stakeholders to performance targets through weekly and monthly sessions. My strengths include process refinement for cost reductions, smart resource allocation, cross-functional collaboration, and workforce productivity—backed by COPC Customer Experience (CX) Standard and Performance Coaching Certification.
Experience
Work history, roles, and key accomplishments
Operations Manager
Octopus Outsourcing
Mar 2024 - Present (2 years 4 months)
Direct day-to-day operations for a workforce of 200+ Customer Service Associates across multiple business lines. Manage staffing, scheduling, performance evaluations, operational risk mitigation, and KPI-driven continuous improvement.
Client Onboarding & CS Specialist
Captello
Nov 2023 - Mar 2024 (4 months)
Led end-to-end onboarding and implementation for B2B SaaS clients to ensure successful product adoption and customer outcomes. Served as the primary onboarding point of contact, investigated customer issues, and coordinated with Product, Engineering, and Support teams to drive resolutions.
Customer Service Associate Manager
Sutherland Global
Aug 2020 - Nov 2023 (3 years 3 months)
Managed operations to support a successful rollout of the Gulf line, maintaining top-tier performance rankings for over a year. Tracked operational KPIs, coached team members through check-ins and evaluations, and built tracking systems and dashboards to improve decision-making.
Customer Service Team Manager
VisaHQ
May 2019 - Aug 2020 (1 year 3 months)
Guided the launch of a newly established account, sustaining #1 KPI rankings across six consecutive months. Led team performance through coaching, KPI monitoring, corrective action planning, and improvements to quality metrics and resolution speed.
Performance Manager
VOIS
Jun 2016 - Apr 2019 (2 years 10 months)
Oversaw operational teams to maintain adherence to quality and procedural standards. Conducted coaching and performance review sessions, identified operational shortfalls with other departments, and led weekly operational meetings to set expectations and communicate priorities.
Education
Degrees, certifications, and relevant coursework
Alexandria University
Bachelor of Marketing, Marketing
2015 - 2019
Completed a Bachelor of Marketing through the Faculty of Commerce at Alexandria University from 2015 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
EgyptAuthorized to work in
Job categories
Skills
Interested in hiring Yousef?
You can contact Yousef and 90k+ other talented remote workers on Himalayas.
Message YousefGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
