Global Learning Team Leader
Booking.com
Total years of experience :17 years, 2 Months
Quality Monitoring & Process Improvement Manager for the Off-shore Service Delivery Operations
▪ Leads analytic/engagement planning, defining the right analysis to be conducted to drive metric improvements for complex accounts
▪ Leads recommendation and business case development to drive call center process improvements for complex accounts.
▪ Delivers consultative recommendations to clients by drawing from information captured from the team and leveraging prior experience and knowledge
▪ Oversees the implementation of performance improvement activities in conjunction with business unit and support groups for complex accounts.
▪ Builds relationships with peers and more senior Operations managers to understand current operational processes and identify possible gaps that may be contributing to lower key metric results
▪ Ensures that standards and best practices are incorporated into the project and to process improvement efforts
▪ Demonstrates an understanding of internal profitability drivers and is accountable for actual hours versus budget for self and Business Analysts, Associate Business Analysts and other staff members working on the project
▪ Assists in carrying out departmental goals and objectives
▪ Anticipates potential problems that may jeopardize the analysis or initiatives and creates viable contingency plans
▪ Establishes metrics to be used for performance monitoring and reporting; directs the measurement of initiatives
▪ Ensures that deliverables create value for clients; responsible for overall quality and consultative insight of deliverables
▪ Leads or co-leads internal and external client presentations of key insights, gap assessments, solution recommendations, and initiative success measurement
▪ Supports multiple client programs, ensuring consistency of approach and accuracy of delivery across programs
▪ Stays abreast of industry and market practices. Incorporates the use of this knowledge with client and internal program recommendations
▪ Interact and provide advisement to the Director of Supporting Functions, Clients and Operations Management
▪ Provide strong leadership, expertise and direction to facilitate data processing & analysis to drive a high performance culture of effectiveness, efficiency and continuous improvement.
▪ Lead and drive overall Reporting & Analytics strategy and roadmap.
▪ Ensure successful delivery of reporting and analytics services and solutions based on customer requirements and demand.
▪ Oversee all reporting and analytics operations to ensure quality.
▪ Liaise with IT enterprise data warehouse team to ensure appropriate focus relative to roadmap and priorities supporting overall company strategy.
▪ Conduct ongoing market research on current/ongoing industry solutions, applications, platforms, concepts, etc.
▪ Assist in the planning and development of Raya’s global business initiatives
▪ Develop and provide ongoing reporting and analytics training and education to team members
▪ Establish strong working relationships with internal/external customers and immediate team
▪ Leads the analytic strategy in support of call center performance and customer satisfaction data
▪ Works on an analytic team to assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores
▪ Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports
▪ Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
▪ Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps
▪ Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between metrics
▪ Coordinates data feeds with Operations to provide data for analysis
▪ Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results
▪ Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation
▪ Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs
▪ Contributes to recommendation/initiative development based on results of analysis
▪ Develops updates to reflect current status of activities; monitors progress against action plans; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
▪ Produces documentation of key insights quality analysis or root cause work, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews
- Leading a team of 6 Analysts & Senior Analysts
- Setting and meeting performance targets for speed, efficiency and quality metrics
- Manage and increase the effectiveness and efficiency of Support Services through improvements to each function
- Coordination and communication between support and business functions
- Improving performance by raising efficiency
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Coaching, motivating and coordinating bonus, reward and incentive schemes
- Handle clients’ complaints and requirements
- Provide best practice expertise to identify performance gaps and improvement opportunities
- Design process maps, procedures and controls
- Monitor and audit the performance to ensure complying with the new processes and procedures
- Develop business process maps for Contact Center operations based on COPC requirements and best practice
- Construct Table F as required by COPC standards
- Leading a team of 7 Analysts & Senior Analysts
- Establish / review Reporting Function Processes
- Measure/ Monitor / Improve Reporting accuracy
- Measure/ Monitor / Improve Reporting on-time (Automation)
- Design / review reporting function standard operating procedures (SOPs)
- Measure Reporting team productivity (Workload) & capacity (Sizing)
- Evaluate reporting team skills/knowledge & identify required development
- Set /review reporting team short term objectives (KPIs) & long term objectives (Appraisal)
- Led data warehousing projects from inception to delivery & Developed statistics systems
- Comprehensive database management and migration from Excel to MS Access/SQL
-Ensure decision support process are updated and meeting the dynamic business needs.
-Follow up on team performance.
-Ensuring all business requirements are being met and measured.
-Pursue and implement innovative approaches to data collection, analysis, interpretation and presentation through a mastery of techniques and business intelligence tools that range from simple queries to various forms of multidimensional analysis in order to support planning and decision making at all levels of the organization and assist in managing data as a corporate strategic resource.
-Understand the business information needs and then navigate those needs to the appropriate data.
-Work with different departments and teams to identify and collect data needed.
-Work with data center team to optimize the data ware house design and architecture.
-Periodical performance reporting (hourly / daily / weekly / monthly / quarterly and annually) on different levels (Individual / Teams / Client / Departments / Contact Center).
-Providing analysis and solutions to all levels of Xceed.
-Flag areas of improvement.
-Create Decision Support Systems with DSS tools provided by vendors or in-house, such as Business Objects that provide an immediate return on investment for clients.
-Pursue and implement innovative approaches to data collection, analysis, interpretation and presentation through a mastery of techniques and business intelligence tools that range from simple queries to various forms of multidimensional analysis in order to support planning and decision making at all levels of the organization and assist in managing data as a corporate strategic resource.
-Understand the business information needs and then navigate those needs to the appropriate data.
-Work with different departments and teams to identify and collect data needed.
-Work with datacenter team to optimize the data ware house design and architecture.
-Periodical performance reporting (hourly / daily / weekly / monthly / quarterly and annually) on different levels (Individual / Teams / Client / Departments / Contact Center).
-Providing analysis and solutions to all levels of Xceed.
-Flag areas of improvement.
-Create Decision Support Systems with DSS tools provided by vendors or in-house, such as Business Objects that provide an immediate return on investment for clients.
-CSR for du Telecom UAE, handling both English & Arabic calls
-Handling Customers' Calls and Solving their Issues.
-Developed GSM Knowledge & Ability to work on Customer Relations Management Systems.
-Participated in IMC Campaign & E-Government Services Campaign.
Project Economics & Feasibility Studies Dec 2005 Supervised by Dr. Abdul Hameed Abu Naaem - Developed Marketing Analysis & Marketing Concepts. - Acquired basic Technical & Financial Feasibility Studies concepts. - Enhanced Projects Appraisal Techniques & Economic Evaluation.
