Team Manager - Operations & Training
GOMYCODE
Total des années d'expérience :5 years, 11 Mois
• Identify new business opportunities for the company, manage relationships with internal and external stakeholders, and collaborate with senior management on strategic initiatives.
• Coach and support Trainers to build their skills, effectively manage their performance, and manage Training Performance to reach company targets.
• Maintain constant contact with our central team to align our global strategy and targets, develop opportunities for expansion of business, develop effective action plans, and respond to emergencies in a timely and effective manner.
• Trained approximately 600 new joiners across various global Webhelp sites (Jordan, Nordic countries, Portugal, and Spain), achieving a success rate of 95%.
• Coached and supported Junior Trainers to enhance their skills and improve performance.
• Provided training for Team Managers and Quality Coaches depending on their training development plans.
• Provided constructive feedback to the Training Manager to increase target adherence and operational ef'iciency.
• Drove Training Performance to meet contracted, internal, or COPC targets.
• Created, developed, evaluated, and updated internal and project training materials and maintained training equipment and facilities.
• Analyzed the performance and KPIs of all trainers (Customer Service and Sales) and monitored them for 90 days to ensure a successful training program, identi'ied areas of opportunity, and addressed them through additional training, roundtables, or workshops.
Trained around 150 new joiners in the Jordan site with an 85% success rate and drove training performance to meet contracted, internal, or COPC targets. Provided feedback to the Training Manager to improve target adherence and operational ef'iciency. Analyzed the performance and KPIs of the now onboarded employees, identifying areas for improvement and addressing them through additional training, roundtables, or workshops.
• Provide technical support to globally customers via calls/emails, collaborating with international resellers and service providers.
• Handle manager calls, ensuring exceptional service to increase customer satisfaction and offer End-to-End solutions for customer issues.
• Deliver prompt, accurate support while adjusting communication to customers technical levels.
• Ensure operational KPIs meet targets of 85%
• Adhere to GDPR procedures consistently.
Responsible for providing technical support and addressing customers queries (mainly from GCC and Levant countries) for Clients customers and partners. Deliver prompt, reliable, and accurate information, adjusting communication to suit the customers pace and technical level. Log all interactions accurately via Clients Contact Management System. Maintain positive communication with team members, customers, and partners.
• Responsible for the financial operations of the bank branch and VIP customers
• Answer questions about account types and banking products, such money market accounts, loans and credit cards.
• Check on the status of customer accounts and track checks and payments.
• Review and explain account charges.