SSP for WECA Region - Business Productivity
Microsoft
Total years of experience :20 years, 8 Months
• Building Customer/Partner Relationships
• Preparing executive summaries of business reviews that track results, ROI, and emerging opportunities while engaging Microsoft executives with customers/partners/clients, as appropriate
• Analyzing customer/partner's business environment and political environment, where appropriate, to proactively identify and manage customer/partner/client issues and opportunities
• Maintaining a long-term perspective when creating approaches
• Incorporating detailed assessments of competitor strengths and limitations into fact-based discussions to strengthen Microsoft's position
• Driving conversations with customers/ partners that present the strategic relationship between Microsoft technologies/ services and the customer/partner's overall business goals and objectives
- Building a team that effectively supports client programs, products and services.
- Driving the development of superior customer service and high performance.
- Leading workflow distribution and floor management to ensure service levels are satisfied.
-Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
- Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.
- Direct call center operations as a liaison between clients, supervisors, and call center employees.
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
- Monitor interaction between staff and callers to ensure quality assurance standards.
- Review call center statistics to measure staff performance and the need for improvement.
- Ensured strict adherence to company policies and procedural guidelines.
- Forecast volumes of calls and manpower requirements.
- Maintains call distribution system by configuring the telephone PBX to automatically distribute calls uniformly among customer service representatives.
- Monitors productivity of customer service representatives and generates reports.
- Reviews PBX data to monitor the length of time customers remain on hold.
- Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
Managing TLS contact centers across Middle East and Africa regions.
Selecting, training, motivating and developing staff.
Monitoring health and safety, environmental health and legal requirements.
Ensuring that premises are maintained to company standards.
Monitoring the business performance of outlets and setting and achieving profit targets.
Targeting and developing specific markets.
Promoting company products.
Broadening awareness of market and competitor activity.
Ensuring the highest level of Customer service and satisfaction.
Address poor performance and administer the counseling process, as necessary for associates within the area.
Assist in the preparation and delivery of performance evaluations for associates within the area of responsibility.
Managing the call center and make sure that the AHT and the quality of service meets our standards.
Unify all the proccesses in all the centers in MEA so that they could be visible to each other.
Handling escalations from both customer service and the consulates that we work with.
Preparing reports daily, weekly and monthly to the CEO regarding the statistics and KPIs.
Preparing a monthly report to both CEO and HR director regarding the employees status and performances including their strong points as well as the week ones and send the lower ones to training to ensure the quality of service.
Managing a team to achieve KPIs.
Grow knowledge of technology & the development of multi-media communication systems.
Provide direction to the Technical area consistent with Vodafone goals, values & objectives.
Resolution of Internal & External complex customer escalations.
Assess & select Team Managers. Develop team using training & personal coaching to reinforce required skills.
Conduct timely PD's & monthly reviews with Team Managers to ensure development & training support is provided to ensure growth within their role.
Manage contact centre schedules in partnership with Scheduling team, maximizing responsiveness to customer needs. Manage real time operational adherence in partnership with Workflow team.
Deliver a regular schedule of communication activities with direct & indirect team to share best practice, consolidate global communications & define appropriate further cascades.
Use expert knowledge of work force planning systems to influence business benefits.
Analyze data from various sources to coordinate direction & deliver & influence improvement to KPIs over a cross functional base.
Lead & take key responsibility in identification & execution of projects & those delegated by Head of Technical.
Provide performance reporting to senior management on improvements across the operational unit on a monthly basis.
Responsible for the identification & implementation of process improvements & coordination & measurement of change & efficiency.
Build close working relationships within Country Business Unit & accepted as a role model of quality & efficiency, driving & challenging to achieve necessary improvements.
Identify specific training needs for the unit & work with L&D to deliver suitable fixes.
Cross functional working with other departments such as other operational managers, HR, marketing, sales & telesales to ensure optimal support to meet business requirements. Influence at all levels to drive quality & efficiency.
Managing 63 people while in charge of the European region.
Managing 7 teams covering different languages in European region (English, French, Spanish, German, Dutch, Russian and Italian).
In charge of cascading both technical and procedure updates on HTC products as well as being in charge of the Sales, Revenues and Marketing for HTC products in the European Region.
Responsible for the reports of the teams’ performances including the Service level and Symposium data (AHT, Abandoned calls, Number of calls received/answered, etc…) as well as the Sales and Marketing teams’.
Responsible for training the Team Leaders on any new update received from HTC Europe.
Responsible for assessing the Team Leaders and the agents monthly and setting their variables as well as the bonuses for the Sales and Marketing Teams.
Responsible for the payroll of all the account.
Responsible for Table F.
Coordinating with both HTC Europe (MKO) and WDS regarding the policies and the repair and Sales issues as well as the Marketing Plan.
Implementing the E2E tool along with WDS Europe, HTC, the repair center, the Sales department.
In charge of recruiting new agents in coordination with the HR and the Workforce department.
Assisting the owner and manager in Sales, Marketing and management
- Handling Latin America Region in ceasing connections working with different entities.
·Coordinating between PTT, Warehouse, Customer, technicians, Sales and Project Managers to achieve the company and the customer’s target.
· Maintaining a rate of 3 working days to disconnect networks rather than an average of 5 working days.
· Managing to disconnect 100 connections in 3 weeks in Latin America
- Working in the Customer Implementation Management acting as a technical support engineer.
· Handling all the new connections in Latin America.
· Being assigned to the projects of Carrefour and Daimler-Chrysler in Latin America as well as North America.
· Handling all the escalations as well as critical issues in the region of Latin America.
· Being assigned to a new markets task of DSL installations in Portugal and Spain dealing with all the supporting entities.
· Responsible for router configurations in North and South America as well as Africa and Europe.
· Responsible for routers an network troubleshooting (Layer 1, 2 and 3).