senior Programs Manager
Raya CX
Total des années d'expérience :0 years, 0 Mois
Ensure implementing all required milestones for new projects according to agreed standards to guarantee client
Satisfaction and the successful kick-off for all projects.
• Develop project plan & identify the required tasks to reach the desired output and objectives through identifying
client’s requirements, setting authority matrix & preparing materials related to project’s technical details.
• Monitor & review the project’s development activities and participate in the verification and validation process to
ensure adherence to time plans.
• Analyze business cycles and requirements in accordance with the project scope of work and applies necessary
actions to support all processes
• Conduct regular meetings with clients to review and discuss results to ensure alignment and satisfaction
• Regularly apply analysis of project process and conduct improvement opportunity analysis to maximize profit and
provide value-added to clients. Responsible for the project’s financial files during the implementation phase.
• Working to meet company’s planned revenue streams
• Working to meet client satisfaction
Ooredoo Qatar
mobile money payroll Supervisor (WPS.QNB) - Ooredoo Qatar
To provide leadership to Contact Center Account Advisors and to ensure that performance levels are met whilst complying
with RCC SOD (statement of direction) and COPC approaches
Key Responsibilities:
• Supervises/manages the daily activities and performance of the Account Advisors
• Generates and sends agreed reports to clients regularly as per client requirements
• Handles Account Advisors needed for on-job training and coaching
• Monitors transactions to ensure that QA standards are met
• Ensures the Advisor’s KPI’s are met (daily/weekly/monthly)
• Coordinates, as needed with all supporting function to eliminate any problems affecting the operations
• Asses the Advisors performance on monthly basis and calculates variations on set standards
• Generates monthly invoices (for monthly projects)
• Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain
even distribution
• Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase
Advisors efficiency with required SLA’s and occupancy targets
• Logs and acts on client’s requests
• Maintains staffing schedule during hours of operations whilst accounting for absenteeism
• Ensure achievement of KPIs
• Deals with variances from KPIs standards
• Ensures that end-user privacy policies are properly implemented
• Ensures that Team members adhere to RCC policies
• Built up data and ensures that all data on project’s K-base remains updated
• Performs other related duties
Handling the following Projects:
Raya ADSL Sales
Raya ADSL Technical or support
Star Net Sales
Star Net Technical or Support
GM General Motors Egypt
RETAX ( Real Estate Tax )
Universal
Problem Solving:
• Skills to identify and analyze problems
• Skills to maximize resources utilization
• Skills to anticipate problems before they occur and work to do not occur
Assist with identification and evaluation of workforce tools.
• Setting a predefined career path for team members.
• Planning ahead for workforce directions.
• Enhancing communication process between the team and the rest of Department
• Participate in process improvements for Customer operations department
• make sure that all operations are implementing policy and take necessary action for any violation
• Provide daily, weekly and monthly reports to improve the level of service
• Work on the analysis of these reports to address the problems
• Putting action plan for any Sudden problems
courses: & certification • Bachelor of management information systems Computer science (Advanced academy