[var] => cut_url
<pre>Array ( [var] => cut_url ) </pre> Resume for Eltahir A. for Manager / Supervisor / Team Leader / Telecommunications Services in Khartoum North, Sudan. Search More Resumes for Manager / Supervisor / Team Leader on #IM3I3T8PC

Search Resumes

Post Jobs

Job Seekers:
Post Your Resume


Resume for Eltahir A. for Manager / Supervisor / Team Leader / Telecommunications Services in Khartoum North, Sudan

Occupation: Manager / Supervisor / Team Leader Industry: Telecommunications Services
Country: Sudan City: Khartoum North
State: Al Khartum ZIP: 11111

View Complete Resume   Download Resume [
    [name] => cut_url
Share Share

< Back to search results Preview: For the complete resume and contact info please download it.

    [var] => content
    [type] => preview
    [var] => cut_url


I consider myself a dynamic, committed, flexible and disciplined hard worker with good experience in Administrative, monitoring, management fields, and Office Management and Administrative support with Excellent Knowledge of Computer and Internet. I also believe that I am capable of working on my own initiative as well as being part of a team with strong adherence and appreciation to processes and procedures. I am dedicated to maintaining high quality standards and I have a great sense of awareness of teamwork and the ability to perform accurately under fluctuating conditions and work pressures.  

Name:   Eltahir Abdulrahman Abdalla

Place & Date of Birth: Khartoum – //

Marital Status:  Married

Nationality:   Sudanese

Address:   Khartoum North – Sudan

                        GSM: +




       Primary:  Jeddah – Saudi Arabia

       Elementary: Jeddah – Saudi Arabia

       Secondary:  Khartoum North Secondary School

       University:  Faculty of Arts – University of Khartoum 


  • BA general in English and French languages grade: very good – Faculty of Arts – U of K
  • BA Honor in French language Second division – part – Faculty of Arts – U of K
  • Computer Diploma months – Computer Knowledge Centre


  • English and French languages teacher in Sharfi Private Secondary School from // – //
  • Trainee in Purchase Section – Nuba Mountains Cotton Co. Ltd. – Khartoum Office Feb. – June
  • Employee in Azhari Fareed Clearing & Forwarding Co. Oct. – March
  • Translator, teacher and computer typist in three languages Arabic, French & English – Dolly Computer Centre – U of K from Oct. – Sep.
  • Call Center Agent – ZAIN formerly Sudanese Co. for Mobile Telephone Mobitel Sep. – Oct.
  • Call Center Supervisor – ZAIN Nov. – May
  • Call Center Team Leader – ZAIN June – March
  • Acting Contact Center Manager March – Feb
  • Business Support Team Leader – ZAIN March – up to date

    Job Responsibilities & Achievements:

  • As Call Centre Shift Leader I worked side by side with IT in developing, designing and implementation of Call Centre IVR tree and prompts, designing of IN IVR tree and prompts
  • Participating in Customer Service dept. and Call Center projects new systems, softwares, etc.
  • Interviewing, selecting and preparing training for the new hires in Call Centre
  • Preparing working schedules, forecasting and designing of shifts
  • Managing CC KPI’s and SLA’s within the dept. and with other departments
  • Preparing, analyzing and follow up on agents’ and supervisors’ performance and Call Center IPPs
  • Work Force Management software Teleopti administrator
  • Preparing, designing and analyzing different reports for CC management
  • Acting as Call Centre manager in the absence of CC Manager
  • Provides operational support to relevant internal departments  for the implementation of new products and services
  • Coordinate with the Quality Assurance for quality monitoring in order to ensure adherence to Quality Standards as defined by the predetermined standards
  • Coordinate with the Section Heads in order to follow up on the resolution of Customer Complaints escalated to the Back Office Team to ensure complaints have been handled appropriately
  • Management and monthly evaluation of over agents

    Duties of the current position Business Support Team Leader: 

  • Monitor the performance of Business Support teams.
  • Identify improvement opportunities based on performance analysis.
  • Follow operational KPI’s and provide comments based on analysis results and Review and improve all Customer Care KPIs.
  • Monitor and report against service level and KPIs. Amend/adapt level as required and initiate action plans where necessary.
  • Review and document all Customer Care policies, procedures and processes and making sure that the Quality Management System is in place according to ISO.
  • Closing and remedying all internal and external audit findings. 
  • All Systems evaluations, monitoring & reporting and making sure that all reports are submitted on time for different users.
  • Supervise on the implementation of all departments’ strategic initiatives and performance enhancement operations.
  • Supervise, prepare and analyze weekly and monthly KPI’s reports for all customer care departments.
  • Supervise the implementation of all projects in customer Care with follows up on deadlines and weekly reports.
  • Work with business partners in IT, Marketing and Sales to clarify data needs and objectives for Customer Care business needs.
  • Monitor the performance of IVR, IPCC, Remedy and Speech Log systems and applications and work on improvement.
  • IVR performance, test results and new updates.
  • Prepare business cases and business requirements for different projects in Customer Care and participate in implementations.


  • GSM Basics Course One week – Mobitel ZAIN – Khartoum / –//
  • Customer Care Course One week – Mobitel ZAIN – Khartoum / – //
  • Mobitel ZAIN Customer Care Training Program five days – Khartoum Dec.
  • CELTEL Customer Care Supervisor Training Program Five days – Sea Cliff Hotel – Dar el Salaam, Tanzania May
  • EQ for Inspirational Leadership Course five days – GLOMACS Training Centre – Renaissance Hotel – Dubai, UAE from May
  • Customer Relationship Management CRM Course five days – Management Training Consultancy. MTC – Taj Hotel – Lusaka, Zambia from Nov.
  • Complete Team Leader Course Ericsson Education Center Khartoum March
  • Solidus eCare training for supervisors – TAWASOL Competence Centre Khartoum th May – st June
  • Setting & Achieving Call Center KPIs Seminar – INSIGHTS Training Centre – Crown Plaza – Dubai Nov.
  • Supervising Call Center with Confidence – CARIZMA FZ LLC  Khartoum – Sudan March
  • Teleopti CCC Basic User Training WFM – Teleopti – Amman – Jordan Sep.
  • KAI ZEN The Japanese method of management Course – Khartoum – Sudan
  • Project Management Course days Executive Education – Khartoum – Sudan
  • POWER OF CHOICE Training Program Injaz International Institute – Khartoum – Sudan April
  • Strategic Planning & Organizing – International Center for Quality ICQ – Khartoum –Sudan June
  • MANAGING AT ZAIN Training Program Program prepared by Zain GROUP – Khartoum – Sudan Nov.


  • Excellent familiarity with Microsoft Office applications Word, Excel, PowerPoint, Visio, Office Project, Internet and computer maintenance
  • Typing skills with very good speed in three languages
  • Translation in three languages
  • Good communications skills in Arabic, English & French languages
  • Strong clientservice and customer care skills
  • Ability to work under pressure with tenacity, resilience and self management and having multi tasks at a time
  • Ability to coordinate and manage a team and a collaborative person
  • Fully accountable for the quality, accuracy timeliness and effectiveness of statistical reports
  • Able to quickly understand different systems
  • The ability to explain complex content understandable
  • Highly developed communication and reporting skills
  • Ability to build different business cases based on business needs

    Rewards and Appreciations:

  • Certificate of Exceptional Performance Mobitel in
  • Statue of Appreciation in the Rebranding to Zain Event on the th Sep.


  • Arabic mother tongue
  • English writing – reading – speaking
  • French writing – reading – speaking


  • Osama Abdalla Kahin – Sales Director – ZAIN Tel. +
  • Zeinab Eltigani – Events Management  & Sponsorship Manager – ZAIN Tel. +
  • Wafaa Hamoudi – Customer Care Director – ZAIN Tel. +

  • Cancel
    Not Enough Credits
    Sorry, but you don't have enough credits to download this resume.

    Purchase more credits
    Not Available
    Sorry but this resume is not available for download. Please choose another!

    Confirm Download

    Would you like to download  for 1 credit?

    You have  credits left.

    Yes No 

    Don't ask me again
    Confirm View Complete Resume

    Would you like to view  for 1 credit?

    You have  credits left.

    Yes No 

    Don't ask me again