فادي نجم

Principal Tasks:
• Establish a vital connection between our company and our clients, guaranteeing seamless communication and a clear understanding of their needs and expectations.
• Coordinate and lead research initiatives, seminars, and discussions to cultivate a collaborative problem-solving environment and acquire critical insights.
• Employ innovative solutions and inform strategic decision-making by conducting a thorough analysis and interpretation of the competitive landscape and industry trends.
• Create comprehensive, tailored strategic plans to address each client's specific challenges and goals, always keeping their long-term vision in mind.
• Ensure seamless transitions and stakeholder alignment by securing management endorsement and providing expert guidance on communicating and implementing organizational change.
• Foster a culture of collaboration and excellence by coordinating and guiding internal teams to ensure the highest standards of project delivery, from conception to completion.
• Maintain credibility by enforcing stringent quality control procedures and standards in all client interactions and project deliverables.
• Lead and actively participate in business development initiatives, through strategic outreach and relationship building, to identify new growth opportunities and expand the firm's client base.

Main duties:
• I've designed and taught Pearson-accredited TVET and bachelor's degree curricula.
• I participated in leading TVET initiative projects, ensuring operational efficiency and business goals with various organizations such as UNESCO, Unicef, USAID, GIZ, UNHCR, and the Jordanian Ministry of Labor.
• I have created and produced extensive training materials for soft skills classes, with an emphasis on improving problem-solving, collaboration, and communication skills.
• We have incorporated industry best practices and standards into specially designed training modules for contact centers and customer service programs.
• I oversaw the implementation of the TVET initiative and its daily operations, ensuring adherence to the program's goals and schedules.
• I conducted student recruitment, selection, and interviews to enroll them in the contact center and customer service training courses.
• I collaborated with several internal departments to improve their ability and effectiveness in achieving the objectives of the TVET initiative.
• I have established and maintained alliances with important local market players to find job openings and guarantee the placement of graduates.
• I reported updates, problems, and results to senior management to guide decision-making.
• To ensure excellent training, I made sure the training curriculum and operational processes met City & Guilds contact center certification requirements. This included both standard compliance and quality assurance.

Programme Associate

Responsibility

- Assist in negotiating agreements with implementing partners and ensure that IP agreements are established in conformity with UNHCRs financial rules and the latest Headquarters instructions.
- Undertake proper collection, monitoring and use of baselines, standards and indicators needed to measure and analyse programme performance, trends and target interventions.
- Review the implementation and performance of IPs agreements through appropriate physical monitoring to evaluate the projects by reviewing work plans, progress reports, budget, financial reports and expenditures; undertake field visits as required.
- Use UNHCRs corporate tools (e.g. Global Focus, Focus Client) to assess the technical soundness of the operation and generate data for evidence-based decisions at the country-level.
- Assist in keeping donor representatives briefed on developments and assist in the development of funding submissions, appeals and reports.
- Assist in ensuring compliance in issuance of audit certificates for Implementing Partners.
- Perform other duties as required.

Authority

- Provide inputs for the country operations plan (including budgets, staffing levels and structures) as well as prepare inputs for funding submissions, appeals and reports.
- Enforce compliance with UNHCRs global strategies, protocols and guidelines.
- Represent UNHCR in physical monitoring of projects.

•Setting and meeting performance targets for speed, efficiency, sales and quality;
•Managing the daily running of the call center.
•Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
•Maintaining up-to-date knowledge of industry developments and involvement in networks;
•Monitoring random calls to improve quality, minimize errors and track operative performance.
•Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
•Reviewing the performance of staff, identifying training needs and planning training sessions.
•Recording statistics, user rates and the performance levels of the center and preparing reports.
•Handling the most complex customer complaints or enquiries.
•Organizing staffing, including shift patterns and the number of staff required meeting demand.
•Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
•Forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
•Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products