Mohamed Amin

I believe that operational excellence happens at the intersection of data-driven strategy and human-centric leadership. With over 10 years of experience in the BPO and outsourcing sectors, I specialize in transforming contact center operations from cost centers into efficiency engines.

Currently serve as an Operations Senior Supervisor leading multi-channel teams, my focus is on optimizing workflows and enhancing the customer journey. My approach is rooted in Lean Six Sigma methodologies, ensuring that every process improvement is measurable and impactful.

Throughout my career, I have consistently looked for ways to automate the mundane to focus on the meaningful. I successfully implemented automated escalation platforms and Power BI dashboards that resulted in combined annual cost savings of over $51,000. Whether managing high-stakes projects like rebadging employees for new technology services or stabilizing operations for VIP clients across the GCC , I drive results by empowering teams and leveraging technology like Genesys Cloud, Zendesk, and Infobip.

As I look toward my next challenge as an operations Manager or Customer Experience Manager, I am eager to bring my expertise in SLA management, resource planning, and technical innovation to a forward-thinking organization.

Core Competencies:
Operations Management: BPO Operations, Resource Planning & Utilization, SLA Compliance.
Process Improvement: Six Sigma (Yellow Belt), Workflow Automation, Cost Reduction Strategy.
Tech Stack: Power BI (Data Visualization), Zendesk, Genesys Cloud, Infobip, Oracle.
Leadership: Coaching & Mentoring, Attrition Management, Performance Analysis.