Enterprise PMO Lead
_VOIS
Total years of experience :20 years, 8 Months
Duties include;
o Workforce intraday tasks
Running daily performance reports
Adhoc performance/ audit reports
Monitoring staff real-time performance vs. queues service level targets recommending any needful action
Reviewing resources schedules vs. queue performance to assure adequate optimization to maintain customers’’ experience
o All system management tasks (Below mentioned)
o First line support handling analysis, communication and troubleshooting of any technical issues in Vodafone international services.
o Owning all communications between operations and technology departments (Domestic as well as offshore) to ensure that planned/ unplanned outages and system maintenance/upgrades are communicated correctly to all stakeholders.
o Governing projects that require teams reallocation, systems upgrades to ensure successful implementation in terms of hardware and software availability.
o Following up on pending & violated customers’ requests with the technology department ensuring Service Level Agreement is met, otherwise issue is escalated to their appropriately.
o Ensure that all planned and unplanned outages are managed according to the Service Level Agreements, following escalation matrix if necessary.
o Handle communications in matter of conference calls, meetings, workshops and visits to operations and technology regarding system performance, outstanding issues and new system deployments.
o Develop and review daily, weekly and monthly systems /applications performance reports that reflect system performance and impact on operation.
o Analyze reports and raise frequently occurring system issues to enhance overall system performance and minimize impact on revenue.
o Ensure that the Scope of Implemented projects are achieved successfully by conducting user acceptance tests (UATs) of different test scenarios and handle all feedback communication with the stakeholders of projects.
o Ensure that PC availability covers the headcount needed by the operation by conducting daily health check on Virtual and Physical Machines to ensure that the operation does not face any PC shortage.
o Ensure that the accounts of leavers are deactivated in order to minimize risk on the operations & confirm confidentiality.
o Knowledge of Customer Care applications and systems, WFM software, call centers dynamics, CRM systems and technology, routing rules, etc.
* Providing administrative support to the Accounts Payable Department while operating the Petty Cash Office.
* Enter vendor invoices into system and prepare them for payment.
* Operate the Petty Cash Office by disbursing petty cash funds and checks.
* Review invoices and check requests, confirming approval limitations are met.
* Issue checks and prepare for signature and mailing.
* Maintain files.
* Maintain petty cash balance.
* Issuing invoices.
* Updating accounts receivable.
* Updating accounts payable.
* Assisting with reviewing of expenses, payroll records.
* Update financial data in databases ensuring information accuracy.
* Assisting senior accountants in the preparation of monthly/yearly closings.
* Administrative support
* Reports extraction
* Letters design and typing
* MS Office
Accounting for Managers Business Research Methods for Managers Contemporary Management Digital Transformation Economics for Managers Entrepreneurship & SMEs Financial Management Human Resources Management International Finance International Marketing Marketing Management Project Management Quantitative Business Analysis Service Marketing Strategic Management Seminar In Global Management & Competitive Intelligence
Bachelor of Commerce, Major in Business Administration, Ain Shams University, Egypt.