Project Manager @ Etisalat | Leading Transition for Optimal Customer
Etisalat
مجموع سنوات الخبرة :17 years, 1 أشهر
Spearhead the transition vertical of Customer Service function, mapping out the list of processes in the customer life cycle and identifying opportunities towards transition, mainly processes being performed in other functions to that should be transitioned to the Customer Service function or towards centralization and standardization within the function. Establish clear milestones to be covered during the transition process. Build strong rapports with external partners to ensure alignment on goals and consistently deliver exemplary service that drives repeat business. Direct logistics for transitions, coordinating with the respective stakeholders to confirm preparedness in terms of manpower, systems, and infrastructure. Manage all escalation processes to find solutions for resource issues, delayed project phases, missed deadlines, and other planning issues. Deliver all Service Transition products and services on time, within budget constraints, and at the required level of quality.
Key Accomplishments:
• Directed the BPO & BCP in three call centers for three main partners in two different countries with more than 400 customer service & technical support agents, coordinating all essential support functions such as hiring, workforce planning & management team, quality assurance, training & development and Project management teams.
• Successfully led the HVC outsourcing project to our partners in Egypt, developing and launching a new LOB with more than 150 staff that matched organization standards for hiring, training, quality, WFM, and operation management departments.
• Planned, executed, monitored, and closed our company retail project, improving the customer experience by creating a new outbound call back LOB with more than 50 staff by fitting an improved approaches across all associated departments such as hiring, training, quality, operation management, and WFM.
• Designed and managed operation capacity plans and headcount readiness within the required target of more than 400 staff by utilizing all available sourcing and hiring channels while staying within the committed budget.
• Successfully outsourced Chat & Email LOB to outsourcing partners in India while maintaining the company’s high standards, directing logistics to for a project that initiated a new line of business with 20 employees.
Led all planning of Staffing and Scheduling for Customer Care, optimizing employee usage and reducing overstaffing while maintaining top quality work. Created detailed forecasts to project the resource requirements needed based upon history, recent, new processes and product rollouts, the season, and more. Tracked the performances of scheduled staff vs actually present, as well as occupancy and utilization of the scheduling. Updated management regarding the opportunities identified based on occupancy and utilization. Provided valuable input on Budget planning and HR with respect to the resources, utilizing data back approaches to offer recommendations. Prepared and shared trend analysis on the flows and schedules to highlight variances to company leadership. Maintained strict adherence to the scheduling of the staff based upon the plan and highlighted any noncompliance to HR and operations.
Key Accomplishments:
• Designed and implemented effective workforce planning strategies; provided advice to senior management and to other units on workforce planning to ensure enough staff is available to meet organizational objectives as well as on key internal and external workforce trends that could have high impact on senior management staffing decisions.
• Awarded the Planner of the month Feb, Mar, and Jun 2020 due to outstanding workforce planning, forecasting, scheduling and SLA achievement performance.
• Successfully led the Real time management team (RTM) to achieve the optimum operation staffing, adherence, SLA, and customer experience by applying all effective real time management tools and rules.
• Effectively led the outsourcing workforce planning team for two call centers in two countries to achieve optimized staff planning, call forecast, staff scheduling and operation service level with more than 300 customer service & technical support staff.
• Consistently achieved or exceeded all team and individual performance objectives.
• Created and introduced an updated and detailed database that improved the efficiency of reporting processes and provided management with diverse views for effective decision making.
• Automated MIS report, using new techniques and tools to save time and increase efficiency.
• Optimized the workforce planning, call forecasting, staff scheduling, workforce management, and SLA accuracy and budgetary cost saving within outsourcing partners from 2016 to 2020.
• Installed and configured computer hardware operating systems and applications.
• Monitored and maintained computer systems and networks.
• Walked staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
• Troubleshooted system and network problems and diagnosed and solved hardware/software faults.
• Replaced parts as required.
• Provided support, including procedural documentation and relevant reports
• Followed diagrams and written instructions to repair a fault or set up a system
• Supported the roll-out of new applications
• Set up new users' accounts and profiles and resolved password issues
• Responded within agreed SLAs to call-outs
• Worked continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritized and managed many open cases at one time
• Rapidly established a good working relationship with customers and other professionals, e.g., software developers.
• Tested and evaluated new technology.
• Conducted electrical safety checks on computer equipment.
• Installed and configured computer hardware operating systems and applications.
• Monitored and maintained computer systems and networks.
• Walked staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
• Troubleshooted system and network problems and diagnosed and solved hardware/software faults.
• Replaced parts as required.
• Provided support, including procedural documentation and relevant reports
• Followed diagrams and written instructions to repair a fault or set up a system
• Supported the roll-out of new applications
• Set up new users' accounts and profiles and resolved password issues
• Responded within agreed SLAs to call-outs
• Worked continuously on a task until completion (or referral to third parties, if appropriate)
• Prioritized and managed many open cases at one time
• Rapidly established a good working relationship with customers and other professionals, e.g., software developers.
• Tested and evaluated new technology.
• Conducted electrical safety checks on computer equipment.
Resource Management, Strategic Management, CRM and Business Management.