Transformation Project Manager
Banque Saudi Fransi
مجموع سنوات الخبرة :15 years, 1 أشهر
Setting up and managing all communications systems for collections department including inbound, outbound and attendant profile contacts. This includes setting rules for systems, monitoring behavior of SQL batches, adjusting and modifying all rules to govern security and continuity of data flow between different applications and platforms.
Project Manager facilitates and coordinates the implementation of large scale contact center related projects that may have extended timelines. Also, involved in all phases of the project from obtaining requirements to roll out, while maintaining budget, communications, and objective of the overall project.
Responsibilities:
• Manages relationships and coordinates work between vendors, customers, sub-contractors, and engineering teams throughout various locations.
• Creates and maintains project implementation plans, risk mitigation plans, design documents, project budget, status reports, and all other project management-related documentation. This includes updating all internal systems to ensure all documented information aligns with the current project status.
• Manages projects while balancing appropriate Revenue-Cost (Gross margin) and billable utilization targets as defined by annual goals.
• Develops and reviews estimates for the project’s schedule, effort, and budget using best practices and past experiences.
• Manages the completion and distribution of all deliverables to customers, by tracking the delivery status and installation schedules, in accordance with required timeframes.
• Coordinates all project activities with business owners/stakeholders and other support, technical infrastructure, and application teams.
• Completes critical path analyses and tracking to maintain an accurate and updated view of the activities and deliverables to ensure the project is delivered on time, within budget, and meets or exceeds customer satisfaction goals.
• Performs day-to-day management of all phases of the project including, obtaining project requirements, design, development, test, and deployment of each project.
• Assures that the expected service levels are met and that all Statement of Work deliverables meet quality standards.
• Oversees change management on the overall project scope, according to a predefined change process, to meet project goals.
As Recruitment Team Lead, the job consists of two main roles. First, recruiting and hiring a full team of high profile calibre Recruiters, Phone screeners, Interviewers and Sourcing team members. Second, ensuring the execution of hiring plan in an efficient and time bound way. This is accomplished by determines long-range objectives and goals to meet business operation expectations.
Responsibilities & Achievements
Set up new tools and system applications to facilitate sourcing and screening which resulted in increase of the pool share by 50%.
Creating new approaches and team way of working and ensure consistency and efficiency which elevated the achieved hiring numbers from 45% to 120%.
Managing and supervising the recruitment professionals ensuring the execution of new methods of hiring which resulted in increasing productivity by 80%.
Following COPC standards and getting VIS Recruitment department accredited by COPC.
Running CBI (Competency Based Interview) for over 1000 candidates applying for several titles and positions.
Coordinating between Operations and HR to ensure meeting needs of both departments meticulously and thoroughly.
Setting up and implementing development plans for team members to make sure education and motivation is fulfilled within their jobs.
Running training sessions on different approaches of evaluating and assessing a candidate’s profile.
Holding interviews for candidates applying for recruitment department which resulted in team growth by 60% and quality increase to 90%.
As Assistant Contact Centre Manager, the job entails ensuring the execution of business plan in an efficient and profitable way. This is accomplished by determines long-range objectives and goals to meet business operation expectations.
Responsible for co-operating with the Client and Senior Management. As ACM, the main role is to facilitate in the implementation and evaluation of call center procedures and policies.
Responsibilities & Achievements
Operations & Revenue Management
• Set up methods and tools in revenue management, Profit and Loss (P&L), Invoicing, Pricing and Staffing.
• Maximize Gross Margin generation through Cost and Revenue optimization which resulted in revenue increase by 50% in six months.
• Managing and supervising the activities of call centre professionals in providing Technical support services which resulted in achieving 100% of all KPI’s.
• Recording statistics, performance levels and user rates of the call centre and preparing the reports which resulted in adherence and absenteeism improvement by 35%
• Handling business development processes which resulted in project growth by 15%
• Identify list of prospects and manage relations with board of directors and clients which resulted in creation of new business lines with clients.
Recruitment and Hiring
• Prepare staffing reports and following up on headcount turnover which resulted in staffing accuracy of 96% annually.
• Ran second interviews to ensure required calibre profile is met which resulted in improvement of Operations performance.
• Communicate and coordinate with recruitment department to meet deadlines with required headcount.
• Ran thorough exit interviews to control attrition, which resulted in lowering attrition to 3% annually.
Directing and organizing the daily activities concerned to the call centre’s operation. The main responsibility is to manage, train, and guide call center agents to execute their tasks. Analyse reports and control schedules to control adequate staffing levels.
Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed which improved quality of service to 98%.
Carrying out performance measurement, monitoring, and evaluation of all agents and operators which improved the efficiency to 96%.
Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary which resulted in achieving 100% adherence & absenteeism targets.
Communicating solutions, successes, and opportunities to the Manager of customer service which helped containing a crisis of receiving 250% of forecasted calls.
To act as an initial point of contact for customers, respond to and resolve customer enquiries and complaints, perform transactions and customer care activities
Achieve agreed targets and standards applied to the campaign, to resolve queries and complaints. Take action to keep abreast of changes to campaign.
Maintain customer requirements and contribute to the overall improvement of campaign.
Take ownership for own performance actively seeking opportunities to improve and develop.
Running all day-to-day operations of a collections center.
Facilitating the daily operations of center.
Supervising support staff, developing and implementing office initiatives and assuring that the office remains compliant with local, state and federal regulations.
In charge of case assignment, ensuring that employee workload is fair and balanced.
Handling all human resources issues. Also managing the firm's budget and vendor relations.
Reporting to the lead partners, generating reports in relation to administrative and budgetary issues.
Managing hiring and payroll. Additionally, maintaining the office facilities.
Proactively communicate and collaborate with external and internal customers to analyse information needs and functional requirements and deliver the artefacts as needed.
Support sales representatives in opening new accounts and upgrading existing service.
,