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Mohammed Ahmed, Associate Process Manager

Mohammed Ahmed

Associate Process Manager·Eclerx

Egypt

Bachelor's degree, Business Information Technology (BIS)

Work experience

Total years of experience: 6 years, 7 months

Associate Process Manager

February 2026 - Present

Eclerx

Cairo, Egypt

February 2026 - Present

- Assess operational workflows to identify botlenecks and design more efficient, scalable processes.
- Develop and maintain Standard Operating Procedures (SOPs), playbooks, and process documentation.
- Monitor KPIs and utilize analytics to generate regular performance reports and identify operational trends.
- Act as liaison between operations, client management, IT, and departments to ensure smooth workflows.
- Manage client escalations and resolve operational exceptions; escalate high-level risks to senior management.
- Support team leads through new hire training and ongoing mentoring to strengthen team capability.
Company industry:
Financial Services
Job role:
Accounting and Auditing

Sme Relationship Executive

December 2021 - Present

Concentrix - Egypt

Cairo, Egypt

December 2021 - Present

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Operations Manager on Task

June 2025 - February 2026

Concentrix

Cairo, Egypt

June 2025 - February 2026

services & technology
- Directed daily operations for a 250-seat contact center, leading 17 supervisors to achieve consistent SLAs and productivity
targets.
- Managed budget control and resource allocation across all call center functions, ensuring operations stayed within fiscal
limits.
- Oversaw all WFM functions including forecasting, scheduling, and capacity planning — achieving 95%+ staffing model
adherence.
- Developed agent KPIs using bell curve methodology, delivering a 20% lift in top-quartile agent performance.
- Secured $4M in gross margin by strategically managing revenue objects and minimizing direct cost objects, achieving 60%
GM.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Team Leader

March 2023 - June 2025

Concentrix

Cairo, Egypt

March 2023 - June 2025

- Led a high-performing call center team to consistently achieve sales goals and exceed customer service excellence metrics.
- Conducted comprehensive quality audits covering service delivery, compliance standards, and efficiency metrics.
- Delivered detailed performance reports to senior leadership and maintained rigorous operational excellence standards.
- Managed continuous QA and development for team leaders using structured coaching triads and leader evaluations.
- Ensured payroll integrity for 250+ staff by validating timekeeping, salary concerns, and HR compliance.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Subject Matter Expert

May 2022 - March 2023

Concentrix

Cairo, Egypt

May 2022 - March 2023

A global provider of customer engagement services and
technology.
• Specialized in subject matter expertise to enhance
team performance. Led training initiatives for staff.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Information Technology

Subject Mater Expert

May 2022 - March 2023

Concentrix

Cairo, Egypt

May 2022 - March 2023

- Delivered advanced subject mater expertise to enhance floor-wide team metrics and query resolution rates.
- Led skill development and targeted training initiatives for newly onboarded and existing staff.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Information Technology

Customer Service Agent

December 2021 - May 2022

Concentrix

Cairo, Egypt

December 2021 - May 2022

— Global provider of customer engagement services & technology
- Managed daily operations under high-volume contact center conditions, driving multi-channel resolution.
- Assisted clients with critical issues, detailed product inquiries, and complex problem resolution.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Human Resources Specialist

November 2020 - November 2021

Canadian International College

Cairo, Egypt

November 2020 - November 2021

An international educational institution in Egypt.
• Handled HR-related tasks and employee services.
• Supported recruitment and onboarding activities.
Company industry:
Primary, Prep, & Secondary School
Job role:
Human Resources and Recruitment

Human Resources Specialist

November 2020 - November 2021

Canadian International College

Cairo, Egypt

November 2020 - November 2021

An international educational institution Egypt.
• Handled HR-related tasks and employee services.
• Supported recruitment and onboarding activities.
Company industry:
Higher Education
Job role:
Human Resources and Recruitment

Human Resources Specialist

November 2020 - November 2021

Canadian International College — International educational institution

Cairo, Egypt

November 2020 - November 2021

- Managed core HR administrative tasks, personnel services, and internal workplace relations.
- Supported corporate talent recruitment, pipeline tracking, and end-to-end onboarding activities.
Company industry:
Higher Education
Job role:
Human Resources and Recruitment

Equity Officer

January 2020 - October 2020

Radix Team

Cairo, Egypt

January 2020 - October 2020

Conducted formal workplace investigations and managed equity-related compliance functions.
Company industry:
Automotive Manufacture
Job role:
Support Services

Education

Canadian International College

June 2023

June 2023

Bachelor's degree, Business Information Technology (BIS)

Egypt

Canadian International College

June 2023

June 2023

Bachelor's degree, Business Information Technology

Egypt

Skills

CROSS FUNCTIONAL COLLABORATION

Intermediate

CUSTOMER SERVICE

Intermediate

DATA ANALYSIS

Intermediate

INFORMATION TECHNOLOGY

Intermediate

OPERATIONS MANAGEMENT

Intermediate

PEOPLE MANAGEMENT

Intermediate

PROCESS IMPROVEMENT

Intermediate

PROJECT MANAGEMENT

Intermediate

STRATEGIC PLANNING

Intermediate

WORKFORCE MANAGEMENT

Intermediate

Languages

English

Expert

French

Beginner

Trainings and Certifications

Certifications

Azure AI Fundamentals

Customer Service Core Concepts & Methods

Leadership Academy

Management

Developing Employees

Professional Improvement

Operation Manager