PMO Manager
ECCO Outsourcing
Total des années d'expérience :14 years, 4 Mois
• Manage the PM team performance, objectives and KPIs
• Review on the project scope (SOW).
• Review on the project plan, schedule project timelines, project progress and delivery.
• Review on the overall project evaluation and results.
• Review on the service manual (SM).
• Act as the escalation point for the client in the call center to carry on their requests following up their complaints….etc
• Manage project budget
• Provide direction and support to project team
• Assist in initial selection of the needed resources.
• Maintaining COPC® certificate by following up required daily, weekly, and monthly tasks
• Apply problem solving whenever any process that experience any wide variation.
• Responsible for ensuring that End-User Privacy policies are properly implemented
• Ensure that all team members adhere to the Call Center policies
• Responsible for selecting, hiring and training for new members, and set objectives for all team members.
• Generating new business leads in current market as well as targeting new markets conducting sales visits to corporate clients, analyzing clients’ needs and working on their needs.
• Provides strategic consulting in all aspects related to training and/or technical training for organization-wide initiatives and projects
• Locates or proposes potential business deals by contacting potential partners; discovering and exploring opportunities.
• Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations.
• Participates in the design, development and implementation of training programs of a broad organizational scope when needed.
• Setting the annual training & programs business plan, sales forecast/targets and annual budget.
• Build and manage the training calendar, including tracking (effectiveness) and follow up procedures for all training initiatives within the department
• Review team performance on daily, weekly, and monthly basis. Handle any issues if needed.
• Setting the teams’ key performance indicators and annual objectives with CEO.
• Interviewing, Selecting and Recruiting trainers
• Propose different costing models for the desired Human resources outsourcing ( HRO) service
Bid Management:
• Researching and writing effective responses to RFPs, proposals and other sales related documentation with emphasis on quality, consistency, accuracy, efficiency, customization, and presentation
• Supporting RFP meeting preparation and customer facing presentations, follow up documentation
• Setting up RFP response documents in accordance with Company-defined styles/branding
• Completing supplier onboarding requirements
• Working closely with internal departments in the development of RFP responses, providing follow-up assistance and expertise when needed to support the sales cycle
• Ensuring accuracy and on time delivery of all responses and customer requirements
• Assembling, proofreading/editing, re-writing, formatting and producing final proposal for delivery
• Creating bespoke proposals for high-level clients; to include cover letters, executive summaries, ad-hoc sales document creation, etc.
• Manage the AM and PM team performance, objectives and KPIs
• Review on the project scope (SOW).
• Review on the project plan, schedule project timelines, project progress and delivery.
• Review on the overall project evaluation and results.
• Review on the service manual (SM).
• Follow up and review on the action plan in case of unexpected situation.
• Ensure that all processes (existing & new) are meeting clients’ targets and requirements and facilitate the business requirements within the team and with all concerned parties.
• Review the project budget to maintain gross profit target.
• Follow up on clients’ complaints.
• Review on the revenue per client (annual increase, payment terms, etc…).
• Follow up and review on contracts renewal, invoicing and payment collection process for all clients.
• Review on all accounts’ information and data monthly and follow up on the action plan.
• Responsible for selecting, hiring and training for new members, and set objectives for all team members.
Achievements:
- Launching Mobily project in 40 days starting from scratch to up and running contact center with a capacity of 200 seats and about 400 employee
• Manage the PM team performance, objectives and KPIs
• Review on the project scope (SOW).
• Review on the project plan, schedule project timelines, project progress and delivery.
• Review on the overall project evaluation and results.
• Review on the service manual (SM).
• Act as the escalation point for the client in the call center to carry on their requests following up their complaints….etc
• Define project tasks and resource requirements using Ms project tool
• Manage project budget
• Provide direction and support to project team
• Assist in initial selection of the needed resources.
• Maintaining COPC® certificate by following up required daily, weekly, and monthly tasks
• Apply problem solving whenever any process that experience any wide variation.
• Set the targets communicated to the Call Center Manager.
• Responsible for ensuring that End-User Privacy policies are properly implemented
• Ensure that all team members adhere to the Call Center policies
• Conducting and analyzing quarterly survey with ECCO’s clients and responsible for complaint management system handling to reach satisfaction of clients
• Handling all clients complaint through channel of compliant management system(CMS)
Responsible to conduct a semi-annual client satisfaction survey for all ECCO Outsourcing clients