نبيل بن صباي

 Delivered an efficient and effective service for the end customer and our client.
 Managed a team of Customer Advisors including sickness, attendance, performance, and development, on both an individual and team basis.
 Continuous monitoring of agent activity to ensure maximum performance is achieved.
 Manage services to meet KPI standards in all areas on a strategic and daily real-time basis, including but not exclusively AHT, time to answer, wrap, break adherence, lateness, and training targets.
 Coach and develop advisers in line with the Customer Service Quality Framework and KPI’s.
 Buddied and supported new managers and coached them through the process to help them settle well in the job.

Overseeing all areas of recruitment, training, coaching and performance management and developing an excellent rapport with the staff to ensure they are continually working in an efficient and compliant manner.

Responsibility
•Chairing weekly managerial meetings to discuss current trends/market insights, client issues and any areas for improvement in relation to service.
•Creating and implementing key strategies to improve existing service for clients, thus driving client retention/engagement.
•Managing all aspects of forecasting, P&L analysis and cash flow management, as well as setting monthly and weekly budgets.
•Risk management: utilising a keen eye for detail in the identification, tracking and escalation/resolution of risks and potential issues.
•Routinely analysing key business costs (such as labour costs) and devising cost-saving initiatives to engineer continued revenue growth.
•Developing strategic partnerships with clients and ensuring continued efficiency, innovation, and professionalism across all endeavours.
•Ensuring all staff is working in accordance with compliance requirements and targeting/rectifying underperformance where necessary.
•Proactively resolving incoming client issues through advanced conflict management abilities.

Working closely with all facets of the business to re-define and implement operational improvements.

•Managing the end to end delivery of key operational improvements, involving: analysing business processes prior to developing project scope/plan, managing the reconfiguration of the supply chain and working closely with the Managing Director and the Financial Director, as well as various internal departments (such as the warehouse and IT).
•Maintaining responsibility for the operations and sales team within a commercial and challenging environment.
•Overseeing all aspects of staff training to ensure they understand all aspects of the new processes.
•Assisting staff in changing their mentality from reactive to proactive through continuous training.
•Leading across all areas of financial management, research (including market and competitor research) and operational planning.
•Change management: creating a positive association to change in order to ensure it is viewed as both beneficial and necessary.
•Developing new markets and refining existing business to increase performance.
•Identifying and proactively resolving all project risks and issues to engineer continual success.
•Ensuring the effective execution and delivery of strategies in order to meet all short, mid and long-term commercial targets.

Key Achievements:

•Upon my entry into the business, the business was struggling to handle all of its incoming orders due to a lack of existing processes/infrastructure. As such, I developed a turnover improvement plan and implemented several other key operational changes, which saw incoming orders go from 180 a day to 540 a day. As a result of my work, turnover increased by 17% and productivity was improved by 42%.

Key Achievement:

•Increasing café turnover by 30%.

Key Achievements:

•Improving company revenue by 13%, thus exceeding $10 million turnover (2007).
•Securing a 3-million-dollar contract for private hospitals catering in Kuwait

Seconded by Whitbread to start up the operations of the Costa franchise. Core remit was to establish a business plan together to develop the brand
•Delivered successful transformation and growth, developed the business to 16 stores, supported the franchisee in other operations
•Facilitated and led the UK's franchising responsibilities
•Recruited the best possible staff team
•set up commercial and operational support functions optimising opportunities