Human Resources Director
EGEC Qatar for Engineering Consultation
Total des années d'expérience :25 years, 7 Mois
Collaborate with management team to craft the company’s vision and mission
Develop strategic HR plans and policies (recruitment, training, compensation etc.)
Hire, guide and evaluate the work of HR executives
Decide and act on initiatives for equal opportunity, diversity etc.
Assume responsibility of labor and employee relations
Re-engineer processes to ensure maximum efficiency.
Ensure all procedures comply with legal regulations and best practices
Analyze the effectiveness of HR operations and policies
Prepare reports for the CEO using business metrics and KPIs
• Collaborate with management team to craft the company’s vision and mission
• Develop strategic HR plans and policies (recruitment, training, compensation etc.)
• Hire, guide and evaluate the work of HR executives
• Decide and act on initiatives for equal opportunity, diversity etc.
• Assume responsibility of labor and employee relations
• Re-engineer processes to ensure maximum efficiency.
• Ensure all procedures comply with legal regulations and best practices
• Analyze the effectiveness of HR operations and policies
• Prepare reports for the CEO using business metrics and KPIs
Responsible for delivering outstanding Customer Service through timely processing of returns and best in class after sales service processes. Ensure we are cost efficient, productive and eliminate waste and non-added value. Ensure our operating expenses are in line with the budget and agreed productivity levels. Introduce value added services to generate revenue and offset our operating expenditures. Managing more than 1800 employees (1.5 Million work order annually, 2 million call annually) through the following Departments:
1. Mobile service center for all El Araby Product Mix
2. Authorized Service Center all over Egypt.
3. Local Service Centers.
4. Customer Care with average 20 K calls daily.
5. Technical Support & Training
6. Complaint and Retention
7. Customer Experience
Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
Planning and supervising changes and managing the daily operations of call centre.
Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
Recording statistics, performance levels and user rates of the call centre and preparing the reports.
Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
Handling the most complicated customer inquiries or complaints.
Forecasting and analyzing information against budget statistics on a weekly or monthly basis.
Reviewing the staff’s performance, determining training needs and scheduling training sessions.
Key Responsibilities:
Strategic -
* Responsible for enhancing and managing the Group Assessment Center to support talent acquisition & development;
* Ensure Assessment Center direction is in line with the organizational design and capability development strategy;
* Develop and implement the Assessment policies and procedures framework in conjunction with the Head of Learning and Development;
* Provide input on budget requirements.
Functional -
* Establish guidelines for assessment frameworks, tools & processes;
* Develop the Assessment Matrix with competency levels and job families;
* Manage a team of internal assessors;
* When required, organize necessary training to up-skill existing assessors as well as to increase the pool of internal assessors;
People Development -
* Support the development of internal assessors to effectively support assessment center activities;
* Coach and guide observers to conduct effective assessments.
Drive and develop customer focus and develops tactics ensuring maximum customer
satisfaction and experience.
* Develop or assist with the development and implementation of policies and procedures
consistent with those of the organization to ensure efficient and safe operation of its
teams.
* Motivate employees to achieve peak productivity and performance.
* Assist senior management in the planning, implementation, and evaluation of
modifications to existing operations, systems, and procedures.
* Coach, motivates and retains staff and coordinates bonus, reward and incentive schemes.
* Reviews the performance of staff, identifies staff training needs and plans training
sessions.
* Ensure effective interaction and collaboration with other departments.
Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
Planning and supervising changes and managing the daily operations of call centre.
Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
Recording statistics, performance levels and user rates of the call centre and preparing the reports.
Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
Handling the most complicated customer inquiries or complaints.
Forecasting and analyzing information against budget statistics on a weekly or monthly basis.
Reviewing the staff’s performance, determining training needs and scheduling training sessions.
Main Job Tasks and Responsibilities:
Coordination and Supervision - Coordinate, manage and monitor the workings of various departments in the organization.
Financial - Review financial statements and data. Utilize financial data to improve profitability. Prepare and control operational budgets.
Control inventory.
Plan effective strategies for the financial well being of the company.
Best Practices - Improve processes and policies in support of organizational goals.
Formulate and implement departmental and organizational policies and procedures to maximize output.
Monitor adherence to rules, regulations and procedures.
Human Resources - Plan the use of human resources.
Organize recruitment and placement of required staff.
Establish organizational structures. Delegate tasks and accountabilities.
Establish work schedules. Supervise staff. Monitor and evaluate performance.
Monitor performance and implement improvements.
Communication - Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance.
Sales, Marketing and Customer Service - Manage customer support.
Strategic Input - Liaison with top management. Assist in the development of strategic plans for operational activity.
reports directly to the
Business development & Quality Manager.
* Responsible for collecting and analyzing data.
* Develop, update manuals and standard operating procedures for the Customer Operations
Department.
* Ensure its integrity with Vodafone policy and audited all the different divisions within the
department.
* Submit all auditing results from Non-conformance, Observations & Recommendations for
all tasks handled within the departments.
Some of the duties performed As a restaurant manager:
takes responsibility for the business performance of the restaurant.
analyses and plans restaurant sales levels and profitability.
organises marketing activities, such as promotional events and discount schemes.
prepares reports at the end of the shift/week, including staff control, food control and sales.
creates and executes plans for department sales, profit and staff development.
coordinates the operation of the restaurant during scheduled shifts.
recruits, trains, manages and motivates staff.
responds to customer queries and complaints.
maintains high standards of quality control, hygiene, and health and safety.
checks stock levels, order supplies and prepare cash drawers and petty cash.
Some of the duties performed:
Teaches courses in the subject area.
Works with students who are studying for a degree to improve their knowledge or career skills.
Develops an instructional plan (known as a course outline or syllabus) for the course(s) i teach and ensure that it meets college and department standards.
Plans lessons and assignments.
Works with colleagues to develop or modify the curriculum for a degree or certificate program involving a series of courses.
Assesses students’ progress by grading papers, tests, and other work.
Advises students about which classes to take and how to achieve their goals.
Conducts research and experiments to advance knowledge in the field.
Major Human Resources Management.
Major Hotels Management
. (Jesuites-French)