Ibrahim Basha Email & Phone Number

As the Head of Contact center at Ahli United Bank Egypt, I lead and manage the indirect touch points that shapes bank images and contribute customer’s perceptions. With over 15 years of experience in banking and retail industries, I have developed a strong expertise in Contact Center Operations, Sales Leads, Manufacturing Operation failure analysis, Resource Planning, Performance Measures, process re-engineering, root cause analysis, compensations, and Budget Control.My mission is to provide a delightful and seamless customer experience through various contact channels, such as inbound, outbound, retention, web, video, and social media. I'm working with a diverse and talented team of supervisors, team leaders, agents, and operation staff, whom I coach, empowered, and develop to achieve our targets, SLAs, KPIs, and FCR. I also collaborate with the resource planning team, the trainers, and other stakeholders to ensure the optimal use of people, technology, and procedures. Furthermore, I am responsible for budgeting and tracking expenses efficiently, as well as driving improvements and innovations in contact center performance. I hold an MBA in Banking Contact Center from Maastricht School of Management, and I am certified in Change Management by APMG-International.