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Fouad Shams

Head Operations & Support Functions | Lean Six Sigma Black Belt | COPC Certified | ISO 9001 Lead Auditor | PMP | Driving Operational Excellence and Customer-Centric Strategies
16.5 yrs experienceOutsourcing/Offshoring
Dec 2024

The move

MoveTafaseel BPO → e& UAE
TitleContact Center Manager → Head of Operations and Support Functions
LocationAjman → United Arab Emirates
Career arcRecent arrival
First time at this levelYes ★
Cross-border moveNo — same country
Years in UAE7.5
Total experience16.5 years
e& UAE headcount10,001+ employees
e& UAE industryTelecommunications
e& UAE HQAbu Dhabi
e& UAE typePublic Company

Career arc

  1. Head of Operations and Support FunctionsDec 2024 — Present
    e& UAE· United Arab Emirates· Full-time
  2. Contact Center ManagerJan 2021 — Dec 2024
    Tafaseel BPO· Ajman, United Arab Emirates· Full-time
  3. Call Center SupervisorNov 2019 — Jan 2021
    Sada Ads· United Arab Emirates· Full-time
  4. Call Center SupervisorNov 2017 — Nov 2018
    DreamsoftAE· United Arab Emirates· Full-time
  5. Enterprise Call Center Senior SupervisorJul 2012 — Jul 2015
    Orange· Egypt· Full-time
  6. Enterprise Call Center SupervisorJul 2010 — Jul 2012
    Orange· Egypt· Full-time
  7. Enterprise Call Center Team LeaderJul 2008 — Jul 2010
    Orange· Egypt· Full-time
  8. Enterprise Call Center RepresentativeJul 2006 — Jul 2008
    Orange· Egypt· Full-time

Education

Top skills

Operations Process ImprovementKPI DashboardsAgile MethodologiesPMPCOPCProject Management

About

A highly motivated and results-driven professional with a strong passion for continuous skill development and a focus on achieving excellence in customer experience. I am known for generating innovative strategies that enhance call center performance and drive operational efficiency. With a solid academic background from the Faculty of Commerce and Business Administration at Helwan University, combined with advanced certifications, including COPC Inc. HPMT Certified-Professional Manager and Lean Six Sigma Black Belt (IASSC), I bring expertise in process optimization, quality management, and customer satisfaction. I have a proven track record of leading operations and support functions across multiple accounts, spearheading initiatives for service excellence, digital transformation, and age

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