الطاهر عبدالرحمن عبدالله فضل الله بلال, Business Performance Advance Specialist

الطاهر عبدالرحمن عبدالله فضل الله بلال

Business Performance Advance Specialist

ZAIN

البلد
السودان - الخرطوم
التعليم
الثانوية العامة أو ما يعادلها, English and French languages
الخبرات
20 years, 9 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :20 years, 9 أشهر

Business Performance Advance Specialist في ZAIN
  • السودان - الخرطوم
  • أشغل هذه الوظيفة منذ يناير 2013

• 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.

Business Support في ZAIN
  • السودان - الخرطوم
  • مارس 2010 إلى ديسمبر 2012

• 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.

Center Manager في Zain - Sudan
  • السودان - الخرطوم
  • مارس 2009 إلى فبراير 2010
Call Center Team Leader في ZAIN
  • السودان - الخرطوم
  • يونيو 2005 إلى مارس 2009

• 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

Call Center Supervisor في ZAIN
  • السودان - الخرطوم
  • نوفمبر 2003 إلى مايو 2005
Call Center Agent في ZAIN (formerly Sudanese Co. for Mobile Telephone Mobitel)
  • السودان - الخرطوم
  • سبتمبر 2002 إلى أكتوبر 2002

الخلفية التعليمية

الثانوية العامة أو ما يعادلها, English and French languages
  • في Khartoum North Secondary School - UniversityUniversity of KhartoumU of KU of K
  • يناير 2000

courses: - Computer Diploma (3 months) – Computer Knowledge Centre (1999)

بكالوريوس, English and French languages
  • في Khartoum North Secondary School - UniversityUniversity of KhartoumU of KU of K
  • يناير 2000

courses: - Computer Diploma (3 months) – Computer Knowledge Centre (1999)

الثانوية العامة أو ما يعادلها, English and French languages
  • في Khartoum North Secondary School - UniversityUniversity of KhartoumU of KU of K
  • يناير 2000

courses: - Computer Diploma (3 months) – Computer Knowledge Centre (1999)

الثانوية العامة أو ما يعادلها, English and French languages
  • في Khartoum North Secondary School - UniversityUniversity of KhartoumU of KU of K
  • يناير 2000

courses: - Computer Diploma (3 months) – Computer Knowledge Centre (1999)

Specialties & Skills

Key Performance Indicators
Business Management
Business Analysis
Microsoft Excel
Microsoft PowerPoint
BILLING SYSTEMS
CUSTOMER RELATIONS
CALL CENTER
COACHING
COMPUTER HARDWARE
CLARIFY
CLOSING
COMPUTER SKILLS
COMMUNICATION SKILLS
BUSINESS PLANS

اللغات

العربية
متمرّس
الانجليزية
متمرّس
الفرنسية
متوسط

الهوايات

  • Swimming
  • Traveling
  • Reading
  • High jump sport
    Winning a gold medal in High Jump competition in high school
  • Basketball
    Winning Sudan High Schools competition in 1993 Winning the Sudan Basketball championship in 1992