Fixed Activation Outbound & Back-Office Supervisor at Orange Egypt (2021-06 – Present)
Lead operations for a 100-member outbound sales and back-office team driving fixed service activations across residential and SME segments. Accountable for end-to-end workforce management, performance optimization, and cross-functional execution.
- Engineered custom Excel-based reporting dashboards to monitor real-time activation revenue, team KPIs, and QA compliance scores - eliminating manual reporting bottlenecks and enabling data-driven operational decisions at management and team level.
- Partnered with CRM, Marketing, and Operations teams to design and execute customer experience (CX) initiatives that delivered a 30% improvement in customer satisfaction (CSAT) scores, while identifying upsell opportunities generating incremental activation revenue [Add value if available].
- Reduced new-hire onboarding time by 30% by redesigning training materials and implementing a structured competency-based induction programme, cutting agent time-to-productivity and reducing supervisory overhead during ramp-up periods.
- Implemented a quality assurance (QA) framework that improved key service delivery metrics by 25% - including SLA adherence, activation accuracy, and call resolution rate — raising the team's compliance baseline across the division.
- Delivered weekly and monthly KPI performance reports to senior leadership, directly informing strategic decisions on process optimization, activation capacity planning, and resource allocation.
- Managed end-to-end recruitment cycle for the outbound team, maintaining a high-performance structure of 100 professionals with consistently low attrition through structured onboarding and continuous performance coaching.
Customer Service Team Leader at Orange Egypt (2009-05 – 2021-06)
Managed and developed frontline customer service teams of 40+ agents. Progressed through multiple merit-based promotions over a 12-year tenure, building expertise in operations management, KPI systems design, talent development, and cross-functional operations.
- Developed 50+ team members through structured individual coaching plans and career development programmes — achieving an 85% career advancement rate within Orange Egypt and sustaining a 95% team retention rate that consistently outperformed division benchmarks.
- Built and deployed a comprehensive KPI framework spanning entry-level agents to senior management — subsequently adopted as the division-wide performance measurement standard across Orange Egypt's entire customer service operations function.
- Designed and administered performance-linked incentive structures for a team of 40+ agents, sustaining high-output, high-engagement teams and reducing voluntary attrition during periods of operational restructuring.
- Conducted daily performance monitoring, structured one-to-one coaching, and regular feedback sessions for all direct reports, translating operational data into targeted development actions that consistently improved individual and team KPIs.
- Completed cross-functional rotational assignments in HR and Fraud Management departments, acquiring expertise in workforce planning, compliance, risk management, and organizational development beyond core call-centre operations.
- Promoted from Customer Service Representative through multiple performance-based progressions to Team Leader over a 12-year career at Orange Egypt — demonstrating sustained excellence, institutional credibility, and a proven track record of operational leadership at scale.
