Mahmoud Kabbary

Versatile Operations & Performance Leader with a 10-year career spanning contact center management, adult education, and media production. Blends a foundational background in social work, instructional delivery, and content strategy with proven BPO leadership across direct sales, retention, travel tech, and banking operations. Demonstrated success managing multi-tiered leadership teams, launching international multi-language accounts (scaling to 300+ agents), and driving client-record certification scores.

Leverages data-driven process improvement (Lean Six Sigma Yellow Belt) and advanced communication methods to build high-converting, compliant teams.

Assistant Manager – Operations & Training at IGT Solutions (2025-04 – Present)

• Direct daily operations and performance delivery across accounts totaling 460+ headcount, managing 3 Leads and 10 Trainers.
• Oversee 110+ agents in direct sales and retention operations, utilizing TNA/TNI and targeted coaching to optimize conversion and SLA compliance.
• Successfully launched operational teams for major European flagship carriers, scaling headcount from ground zero to 300+ agents.

Senior Business Trainer at Webhelp Egypt (2023-10 – 2025-04)

• Co-managed performance delivery for a 250-agent Neobank account across 5 languages (EN, FR, DE, IT, ES) and 3 channels (Voice, Chat, Email).
• Achieved the highest client certification score recorded across multi-site international delivery locations (Cairo and Athens).

QPT Associate Manager at Teleperformance Egypt (2023-03 – 2023-12)

• Led 2 QPT Supervisors and 20 Performance Coaches & Trainers across 3 Lines of Business for a global e-commerce enterprise.
• Engineered "Coach the Coach" governance models and standardized quality calibration frameworks across all channels.

QPT Supervisor & Performance Coach at Majorel Egypt (2020-07 – 2023-03)

• Managed QPT operations across Egypt, KSA, and UAE markets, scaling headcount from 67 to 500+ employees.
• Delivered data-driven feedback and 1-on-1 coaching across high-sensitivity back-office and Trust & Safety lines of business.

Senior English Instructor & Media Production Lead at American Council Egypt (2016-05 – 2020-07)

• Designed and delivered advanced English, public speaking, and presentation curricula to build high-impact communication skills.
• Directed photography and video production campaigns using Adobe Premiere Pro and Photoshop.

Content Writer & Editorial Strategist at Voktech (2019-04 – 2019-10)

• Developed creative bilingual marketing campaign concepts (Arabic/English) to drive audience engagement and conversion.

Bachelor in Social Work (BSW) – Higher Institute for Social Work