Business Performance Advance Specialist
ZAIN
Total years of experience :20 years, 8 Months
• Monitor Company performance by tracking the Corporate KPIs with alignment to departments’ KPIs - Prepare regular performance reports, and dashboards and disseminates it to concerned parties and alignment of drilled down KPI's to Corporate scorecard and business plans.
• Ensure the timely monitoring, reviewing and reporting of Corporate and Departmental performance against KPIs and scorecards.
• Coordinate the design of the dashboard of Key Performance Indicators measuring the performance of the company.
• Identification of relevant data sources and enable regular data extracts to support KPI reporting.
• Analyze and prioritize management, the different performance issues.
• Monitor and analyzes KPI results and help propose corrective actions for areas lagging behind targets.
• Perform regular business performance review meetings of top management.
• Input to the strategy development process in order to ensure smooth implementation of future strategies.
• Perform regular audit for the strategy objectives derived from the Company’s strategic visions & Missions to make sure that all high-level set KPIs targets are achieved.
• Set KPI weights criteria and frameworks.
• Ensure timely reporting to the Board of Directors of business performance.
• Zain Group Communication - Ensuring the communicating of group periodic reports, ad-hoc reports, and other group initiatives.
• Tracking corporate actions - Tracking, communicating and ensuring the closure of corporate action points driven from discussing company performance.
• Participate in top management meetings to present business different KPIs and provide comments based on analysis results.
• Monitor the performance of Business Support teams.
• Identify improvement opportunities based on performance analysis.
• Follow operational KPI’s and provide comments based on analysis results and Review and improve all Customer Care KPIs.
• Monitor and report against service level and KPIs. Amend/adapt level as required and initiate action plans where necessary.
• Review and document all Customer Care policies, procedures and processes and making sure that the Quality Management System is in place according to ISO.
• Closing and remedying all internal and external audit findings.
• All Systems evaluations, monitoring & reporting and making sure that all reports are submitted on time for different users.
• Supervise the implementation of all departments’ strategic initiatives and performance enhancement operations.
• Supervise, prepare and analyze weekly and monthly KPI reports for all customer care departments.
• Supervise the implementation of all projects in customer Care with follow up on deadlines and weekly reports.
• Work with business partners in IT, Network and Commercial to clarify data needs and objectives for Customer Care business needs.
• Monitor the performance of IVR, IPCC, Remedy and Speech Log systems and applications and work on improvement.
• IVR performance, test results, and new updates.
• Prepare business cases and business requirements for different projects in Customer Care and participate in implementations.
• As Call Centre Team Leader, I worked side by side with IT in developing, designing and implementation of Call Centre IVR tree and prompts, designing of IN IVR tree and prompts
• Participating in the Customer Service dept. and Call Center projects (new systems, software, etc.)
• Interviewing, selecting and preparing training for the new hires in the Call Centre
• Preparing working schedules, forecasting, and designing of shifts
• Managing CC KPI’s and SLA’s within the dept. and with other departments
• Preparing, analyzing and follow up on agents’ and supervisors’ performance and Call Center IPPs
• Workforce Management software (Teleopti) administrator
• Preparing, designing and analyzing different reports for CC management
• Acting as Call Centre manager in the absence of CC Manager
• Provides operational support to relevant internal departments for the implementation of new products and services
• Coordinate with the Quality Assurance for quality monitoring in order to ensure adherence to Quality Standards as defined by the pre-determined standards
• Coordinate with the Section Heads in order to follow up on the resolution of Customer Complaints escalated to the Back Office Team to ensure complaints have been handled appropriately
• Management and monthly evaluation of over 700 agents and supervisors
courses: - Computer Diploma (3 months) – Computer Knowledge Centre (1999)
courses: - Computer Diploma (3 months) – Computer Knowledge Centre (1999)
courses: - Computer Diploma (3 months) – Computer Knowledge Centre (1999)
courses: - Computer Diploma (3 months) – Computer Knowledge Centre (1999)