Specialist
Qatar Central Bank
مجموع سنوات الخبرة :18 years, 7 أشهر
Major Responsibilities:
Working as a project manager on the following projects:
o Qatar Central Bank mobile applications (iOS, Android, BB and Windows 8)
o Complaint Management System - CRM
o Qatar Central Bank website facelift
o Qatar Central Securities Depository website
o Credit Bureau mobile application
Managing the budgeting of the upcoming projects.
Managing the project contracts and support and maintenance contracts.
Handling and supervising the content management of Qatar Central Bank website and auditing users' updates.
Major Responsibilities:
Managing the Reporting and Performance functions and supporting Quality and Real Time Management teams.
Update, revamp and maintain du operations and agents KPIs reports.
Track agents KPIs and performance in addition to the agents' history and the actions which were taken against them.
Manage the operations alerts and deviations process.
Develop and design the agents scoring systems.
Build the reporting command center.
Perform trends and root cause analysis.
Agents Performance and KPIs system administration.
Working as project manager on DRIPAX (Performance and Quality System).
Major Responsibilities:
Develop the Business Continuity Planning for du to cover Business Impact Analysis, Crisis Management and Disaster Recovery Plans .
Create du Boosting Incentive Plan.
Develop Career Development Plan (CDP).
Design and develop KPIs Library.
Perform Weekly / Monthly Performance Analysis for all accounts.
Restructure the Incentive Plans based on a weighted scale to unify the success rate benchmarking.
Run the agents annual increase exercise based on the pointing system.
Major Responsibilities:
Reporting:
o Managing the reporting team.
o Validate local and clients’ data sources, processes used to collect the data and the formulas of all KPIs.
o Managing the reports of the short term outbound campaigns including targets (operational and individual).
o Create reports templates to cover Call Center traffic volumes including the split over the languages and countries, agents behavior, intervals trend, wrap up results, quality, back office and the billable hours for each line of business.
o Develop and maintain the daily, weekly, monthly, quarterly and strategic reporting for all accounts.
o Own the top management executive reporting which covers all company’s departments and activities.
o Generate weekly and monthly achievements reports to the clients which indicates the variance Vs. the targets.
Performance:
o Own the performance incentive plans for all accounts driven by pointing system.
o Report the incentive results and rewards on weekly and monthly basis for all accounts and line of businesses.
o Own the career development plan for the CSRs.
o Report weekly and month agents performance KPIs summary for all accounts.
o Develop sales boosting campaigns to enhance the overall results to achieve the client’s targets.
o Manage the best achievers rewarding exercises, set the targets and the criteria and report the results.
o Managing the Business Continuity and Crisis Management for the entire company.
Achievements:
o Update the formulas and sources used by the clients to be aligned with company’s standards.
o Unify the formulas / terminology for all accounts.
o Create KPIs library for inbound and outbound functions.
o Unify the incentive plans systems for all accounts to fit into universal carrier development system.
o Increase the billable hours by applying daily agents performance assessment monitoring.
Managed the improvement plan and the solution implementation of the Home (fixed & internet) Call Center Repeated Calls project - Six Sigma.
*Major Accomplishment:
-Design DeWAN case levels.
-Control the maintenance of the case levels and standardize the coaching procedure.
Worked as a project manager on “Contract Optimization and Auto Print project phase 1” - iTTM which aims to eliminate the manual paper work in shops and to introduce a new contracts filling / customer creation mechanism through DeWAN.
*Major Accomplishment:
-Introducing a new printing mechanism; double side printing.
-All Mobile and Internet Everywhere contracts optimization and unification.
-Saved more than 500 k JOD.
-Successful launch in all shops all around the kingdom.
Managed shops Quality of Service (QoS) and waiting time reduction - Six Sigma.
*Major Accomplishment:
-Developing waiting time dashboard.
-Analyzing waiting time during the peak hours.
Worked as a project manger on “Contract Optimization and Auto Print project phase 2” - iTTM to cover all fixed and internet contracts, application forms & supporting documents.
Responsible for preparing materials and frameworks for Crisis Management, Work area Recovery Plan and Disaster Recovery Plan in order to implement the Business Continuity.
Worked as a project manger on Call Center Performance Analysis Reporting - Six Sigma Project.
*Major Accomplishment:
-Develop a new methodology to track “rejected calls due to congestion” which crucial to the Call Center efficiency reporting.
-Saved about 102 K €.
-Won the best project reward in 2008 at France Telecom Group level.
Worked as a project manager on Home (fixed & internet) Call Center Repeated Calls - Six Sigma.
*Major Accomplishment:
-Full study of the old customers’ issues registry tool (G.contact) which supports the tool replacement theory.
-Introduce a new registry tool for customers’ cases (DeWAN) as part of Improve phase.
Worked as project leader on Modems Return project.
Worked as project manager on BCCM (Business Continuity & Crisis Management).
Worked as a project manager on Business Continuity and Crisis Management (BCCM) at the group level. Run Business Impact Analysis (BIA) as a first phase of the project.
*Major Accomplishments:
-Set the main Business Functions and Technical Services in the whole organization which are critical to the operation of the group.
-Generating BIA report.
Responsible for monitoring the TRC QoS Framework reporting.
Responsible for monitoring the most critical initiatives and projects select by top management at group level to ensure continuous progress towards achieving Group CEO predefined targets.
Responsible for creating, developing, maintaining and generating group most critical Key Performance Indicators (KPI's) Dashboards covering Mobile, Internet and Group HR in addition to Projects and SMART objectives dashboards. Provide top management with main highlights summaries.
Responsible for generating Sales Weekly Reports covering all group sales weekly activities. Update Group CEO and France Telecom with results.
Worked as a project manager on Telecommunication Regulatory Commission (TRC) QoS Framework project for Mobile, Internet and Fixed Business Units. Responsible for methodology review, data collection, data analysis and data validation.
*Major Accomplishments:
-Run three informal audits with TRC.
-Successful and on time delivery of TRC QoS report.
-First report generated across the group and the kingdom.
Quality Assurance training in the Processes Management department (ISO9001)
Two months practical training within Technical Department in the following divisions:
-Quality & Performance
-Planning & Optimization