Career managment officer
UNRWA
Total years of experience :19 years, 2 Months
Manage recruitment and training and performance managment
Under the guidance of Field HR Officer & in close cooperation with managers concerned, develops & updates Field HR business processes & tools in line with the Agency policies, procedures & ongoing initiatives.
· Acts as the focal point for compensation & management activities in the Field in coordination with Compensation & Management Services Division (CMSD) at HQA.
· Assists senior staff & Field Departments with Special Occupational Allowance (SOA) submissions to HRD/CMSD & especially ensures they include all necessary information such as rationale & evidence based on preliminary market studies.
· Coordinates HR planning with all Field Departments on a regular basis, maintains & updates essential HR statistics on workforce profile & other useful HR parameters.
· Supports the introduction of HR effectiveness & efficiency measures for results monitoring ensuring that HR reform initiatives move forward with appropriate organizational support.
- Manage all HR Operations on SAP ERM System.
· Collaborates with ISD staff to develop or improve data tools or any automated system to support HR processes under the FHRO’s guidance & in close coordination with other Field HR personnel.
-Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost benefit analysis,
-Identifies and evaluates needed technologies and voice systems,
-Maintains and improves call center operations and delivers performance reports,
-Accomplishes call center human resources objectives,
-Meets call center financial objectives by estimating requirements, preparing annual budget and scheduling expenditure,
-Maintains equipment by evaluating and installing equipment,
-Maintains professional and technical knowledge by tracking emerging trends.
•Planning and managing the activities of various training programs for each of Wataniya Mobile departments.
•Proactively gaining involvement and understanding of all major internal initiatives that impact the Wataniya Mobile Training activities.
•Overseeing the design and delivery of appropriate training to support those initiatives.
•Planning and implementing structured training programs to support the Wataniya Mobile management, as appropriate.
•Interacting with management to ensure the successful implementation of training.
•Liaising with performance management so as to understand all necessary aspects and needs of staff training and continuous development.
•Overseeing the implementation of quality checks on training and reacting to the findings, ensuring continuous improvement and compliance with business requirements.
•Making sure that punctual training is developed and delivered when appropriate.
•Organising the distribution of training certificates.
•Overseeing the maintenance of accurate training records for all Wataniya Mobile employees together with individual and team records of success.
•Overseeing the Management courses delivered to Wataniya Mobile Management.
Track, analyze and report center and agent performance with reports from Community and ACD
Analyze and report historical data and trends and develop forecast models
Generate long-term and short-term forecasts
Manage employee information changes
Manage scheduling process
Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings
Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
Generate new forecast when current day forecast has high deviation from actual
Perform other duties and assignments as directed
•Attracts potential customers by answering product and service questions; suggesting information about other products and services.
•Opens customer accounts by recording account information.
•Maintains customer records by updating account information.
•Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•Maintains financial accounts by processing customer adjustments.
•Recommends potential products or services to management by collecting customer information and analyzing customer needs.
•Prepares product or service reports by collecting and analyzing customer information.
•Contributes to team effort by accomplishing related results as needed.
give courses for junior students in databases, and introduction to computer
help the students in using computer labs
troubleshooting
I have honors degree in most of the semesters during my study I have worked as lab assistant through my study I have minor in business administration
