Mohamed Khalil

Experience

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  Armed forces main information center AFMIC

  Jan 2000 - Feb 2001

  IT engineer

  Windows NT system administrator .Installation &Administration of Lotus® Domino and Notes Mail Server and Client.

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  Armed forces information systems institute

  Mar 2001 - Jun 2002

  Instructor

  * Instructor of Computer Maintenance, Visual Basic and ICDL.

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  Telecom Egypt

  Jul 2002 - Jul 2016

  * Directory Assistance Call Center manager* Determines call center operational strategies by conducting needsAssessments, performance reviews, capacity planning, andcost/benefit Analyses* Maintains and improves call center operations by monitoring systemPerformance and identifying and resolving problem* Accomplishes call center human resource objectives by selecting,orienting, training, assigning, coaching, counseling, and discipliningemployees, supervisors and shift leaders* Drafting Quality Assurance schema and setting standards foremployee's evaluation, feedback and orientation according to initiatedcall scenario* Negotiation and creation of Agreement model for call centeremployees* Meets call center financial objectives by estimating requirements;preparing annual budget and invest mental budget* High experience at Solidus eCare™ Contact Center Solution,Avaya Aura® Call Center Elite, operations and maintenance Show less Installing and maintaining databases* Installing and maintaining 'BTSDA' search Engine solution.* Administration of the database including performance monitoringAnd tuning.* Taking part in the preparation and execution of technical tests.* Red Hat Linux scripts drafting for Populating a database with newBatch files information or transfer existing data into it.* Implemented backup and recovery procedures of databases.* Managing table spaces, data files, redo logs, tables and its segments.* Responsible for database security and also preventing data loss.* Responsible for database client application installation , maintenance Show less

  • Contact Center Operations Manager

    Feb 2010 - Jul 2016

  • Oracle DBA / Linux System Administrator

    Feb 2005 - Jan 2010

  • Switching Operation & Maintenance Engineer

    Nov 2003 - Jan 2005

  • Operation &Maintenance Engineer

    Jul 2002 - Oct 2003
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  Holool Aloula (NCBS National Company for Business Solutions)

  Oct 2016 - Dec 2023

  Contact Center Operations Manager

  Manage many outsourced call centers projects (BPO) for clients at all sections , government, semi -government, private at many different fields , prepairing business case, technical and financial proposing, technology assessment and delivery through many providers ( call center platforms, CRM, social media platforms ), hiring and training,KPIs drafting, budgeting, reporting and dashboards, WFM, and call centers operations management, stakeholders and customers relation management

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  Al-Inma Medical Services Co.

  Mar 2023 - now

  Call Center Manager