Manager - Project Management
Raya Contact Center
Total years of experience :19 years, 1 Months
• Constructing project’s technical proposals during presales stage
• Ensuring strong relationships with clients
• Conducting financial & risk assessments for major change management requests
• Taking point in client QBR meetings for transition and change management
• Following up and measuring delivery on-time and completion of projects milestones
• Providing weekly/monthly/quarterly transition and CRs reports for senior management
• Ensuring on-time and accuracy of invoices issued during transition phase
• Ensure timely and accurate reporting of performance metrics and SLAs to the management
• Overseeing all the activities of own team to ensure high performance levels and efficient implementation of projects
• Ensuring projects are within assigned budgets, and proper financials management and approvals are in place
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans
• Ensuring own team's objectives are set in correlation with the department objectives, provide coaching and action plans required to achieve objectives
• Heading multiple sectors -each stands for an industry- and owning projects within those sectors
• With a team of Program Managers, leading several projects simultaneously(both new implementations and change requests)
• Supporting commercial team in presales phase (research, technical write-ups, presenting to prospect clients)
• Continuous development plan for team members
• Proactive follow-up on each of the projects in assigned sectors
• Ensuring transition compliance with COPC standards and benchmarks
• Weekly & monthly reporting to senior management
• Maintaining a healthy on-time execution of the projects milestones
• Consulting: Continuously adding value to existing clients (cost cutting / maximizing revenue / improving CX)
Lead country operations in the following aspects:
• Daily check on orders backlog at different points in the cycle, post order creation
• Identify, analyze and take necessary actions to eliminate temporary and long-term bottlenecks impacting customer experience negatively
• Ensure continuous efficiencies are in place in logistics
• Liaise between product team and customer-facing teams in new projects
• Conduct QA audits for the delivery hubs
• Utilize voice of customers in driving solid improvements to customer experience
• Document and improve inter-department processes
Lead a team of key account managers to manage sellers' performance through:
• On-board, educate and train new sellers to Jumia on process/system/agreement
• Prepare and share weekly and monthly sellers performance dashboard for ranking and identifying areas for improvement
• Designing bonus/malus model to drive sellers performance
• Utilizing the website feedback system, combined with voice of customer to spot counterfeit goods
• Classify sellers according to their performance, and putting improvement plans in action to support the bottom percentile
• Designing new models for new lines of goods to be sold through sellers' portal on Jumia
• Providing daily support and walk-through to sellers via Seller Support Hotline
• Applying rigorous benchmarks in auditing prospect sellers, as a final step of filtration before signing contracts
• Lead Team Managers, foster their professional development and growth, and promote teamwork and cooperation.
• Provide day-to-day supervision and management of assigned teams. Ensure that Agents in have a clear understanding of performance expectations, that they are properly trained and that they have the tools they need to perform at high levels of productivity.
• Lead teams to achieve metrics and retention goals. Participate in discussions about reasons for attrition and root cause and develop actions to reduce attrition where possible.
• Work with Operations Manager to resolve personnel issues in a professional and timely manner. Implement disciplinary actions when needed, in accordance with company policy and ensure consistency.
• Document issues, actions taken and plan for follow-up for agent’s HR file.
• Administer payroll in accordance with company policy and procedures.
• Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with labor law, company policy and practice.
• Provide technical escalation support to team by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible.
• Conduct Team Meetings with direct reports to ensure expedient communication of relevant information and as an open forum for input from agents.
• Schedule and coordinate team activities.
• Coach and mentor direct/indirect reports to ensure goals are developed for their personal and professional growth and development.
• Identify performance related issues and develop an action plan for improvement.
• Prepare, process and conduct annual performance appraisals annually.
• Flag and discuss revenue-generation factors to Operations Manager and Site Management. Take appropriate actions to minimize cost and maximize revenue, while maintaining open line of communication with internal and external parties.
• Maintain healthy relationship and transparency with client(s).
* Managing performance under agreed development plans.
* Achieving high quality of service.
* Achieving technical expertise and timelines of support delivered from the team.
* Working on skill transfer and development/satisfaction of team members.
* Monitoring team members, making sure of the efficiency and consistency of service being delivered.
* Updating team with process/policy changes, both internally and externally.
* Providing regular feedback/escalations to client.
* Ensuring compliance with employer’s and client’s procedures.
* Designing performance development plans for team members not performing up to standards over a specific timespan.
* Launching a Microsoft contract abroad, at the company’s branch in Republic of Ireland. Joined the project as a trainer/consultant to give a hand in both; delivering training to new calibers and post-training operations.
* Certified Train-The-Trainer, and successfully delivered training to 50 new trainees to deliver technical support to 11 European countries.
* Shared the achievement of the Training team, of successfully delivering 4000+ hours of training in 3 months only, with over 95% success rate.
* In December 2008, was chosen to be part of a core team, starting the newest project in the company, outsourcing for Cisco Order Management team.
* Attended the T3 training for 3 weeks in San Jose, California, USA.
* Being a part of a successful team, trained the first batch of CSRs through a rigorous 7 weeks training with above 90% pass rate.
* Operations post-launch: On floor support via chat.
* A Technical Lead is the highest Technical outsourced position, where responsibilities include:
- Assuring all technical support agents are up-to-date with all updates sent in by the client through.
- Conducting monthly technical skills exams.
- Briefing and cascading all new updates to all teams.
- Creating and conducting operational trainings for current support agents as a part of performance management process.
- Revising third party surveys and conduct a monthly analysis to come up with areas of improvements.
- Attending off-shore conference calls and sharing best practices with other outsourcing vendors.
- Updating the Quality Assurance department, as a POC for quality-operations conflicts.
- Tasks assigned by supervisors or QA department.
* In October 2008, attended a training summit session for 5 days, held in Seattle, Washington State; for Microsoft’s newest winter update release, representing my vendor.
* Supporting Microsoft’s most famous entertainment console; the Xbox, as a member of the First Line Technical Support Team, supporting the EMEA region (Europe, Middle East and Africa.)
* Supervising arrivals/departures of customers to destination.
* English speaking-guide during trips made in South-Sinai English speaking customers.
* Acquiring and assuring the satisfaction of the customers through satisfaction surveys and working on complaints.