AI Data Global Operations Manager
LXT AI
Total years of experience :12 years, 4 Months
Oversee all aspects of Operations, Service Delivery, Training, Workforce Management and Quality farmwork and leverage leadership and analytical skills (IT Secure Facility Operations) for AI Data training. Steer management of daily operations, including establishment and maintenance of delivery processes. Oversee and streamline secure facility activities within Egypt (Cairo 20 FTE), India (Hyderabad 100 FTE) Canada (Ontario and Quebec 1250 FTE) Assess and fulfil client-specific requirements, whilst delivering superior customer service and achieving complete client satisfaction. Enable appropriate recruitment and accurate fulfilment of volumes and human resource requirements through supervision of Sourcing, Quality, Operations, Training, HR Operations and workforce management functions. Administer control over financial achievements and yearly projections for a secure facility LOB. Designed and developed robust solutions for operational excellence and delivery.
• Achieved Quality requirements by leading Quality improvement project and establishing data quality standards.
• Ensured 100% delivery fulfilment on all projects with an on-time delivery above 95% for over 150+ projects.
• Enhanced employee engagement with a net promoter score of 61 and 91% employees showcasing positive experience and responding Yes to if they think they would still be in LXT after a year.
• Surpassed revenue targets by 190% through capitalisation of major opportunity in start-up and very dynamic and fast-paced operations, whilst recruiting and managing personnel whilst performed exceptionally and exceeded margins as well by 135%.
• Enhanced recruitment to 900 employees within only 6 months through efficient management of talent acquisition, whilst utilising 15% of hiring through agencies.
• Developed and Led Reporting, MIS, & Workforce Management functions.
Regulated and enhanced efficiency of Customer Experience centre operations and operations excellence by consistently monitoring system performance, identifying, and resolving issues, producing action plans, and executing system audits and analyses. Provided oversight to team of approximately 950 FTEs with ability to expand to 1200+. Supported, supervised, and maintained department’s budgeted goals through optimal control of equipment and personnel costs as well as establishment of existing account revenue levels. Performed key tasks such as producing annual budgets, scheduling expenditures, and initiating corrective actions for resolution of issues within set timeline. Served as key spokesperson to negotiate agreements with clients regarding invoice roles or required amendments to enhance business experiences. Directed all aspects pertaining to system management, process improvement, and execution of quality assurance programmes.
• Spearheaded achievement of call centre financial objectives by estimating requirements with an aim to further enhance GP based as per planned actions, whilst overseeing revenues and COGs.
• Developed and ensured seamless execution of operating processes, whilst ensuring compliance with call centre standards, requirements, and regulations.
• Attained and surpassed revenue targets by 130% as well as accomplished the highest contribution margin and growth.
• Demonstrated outstanding performance in securing the highest site across RCX within employee satisfaction index.
• Achieved Client Satisfaction score consistently above 93% quarter over quarter through delivering a consistently high level of customer satisfaction performance and net promoter score leading to repeat customers and revenue for client portfolio.
• Achieved set PST requirements by establishing updated practices of COPC approaches and standards.
• Led renewal of contracts for major clients, including Air France-KLM, GMMEO, and OnStar ME
Managed overall client relationships and secured complete client satisfaction, whilst ensuring achievement of metrics/KPIS and maintenance of operational objectives. Upheld financial responsibility for assigned accounts, including forecasts and support in billing queues and resolving invoice and account receivable issues. Updated and presented service manual for assigned project to client for approval. Played an integral role in fostering close collaboration with client and company. Developed operational objectives of assigned project by liaising with team comprising of account advisors, team leaders, account managers. Co-ordinated administrative activities such as recording statistics, user rates, and performance levels of centre along with producing reports.
• Boosted service delivery and portfolio growth through consistent optimisation of service offerings and incorporation of initiatives.
• Coached mentored team to enhance professional development, whilst adhering to career progression and succession plans.
• Accomplished financial and non-financial objectives by strategizing and enhancing efficiency of operational processes.
• Showcased exceptional performance during COVID to attain C-Sat across the network of Air France-KLM.
• Achieved and exceeded sales index target by 10%.
• Surpassed customer satisfaction and sales index score by 140% during Covid and recognized by AFKLM Customer Contact team for Raya's achievements for C-Sat and Sales Index and Scores for 2020.
Oversaw contact centre functions, including achievement of human resource objectives by hiring, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees. Produced call centre performance reports by compiling, analysing, and corroborating data and trends. Evaluated call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses, whilst assessing and utilising state-of-the-art technologies. Defined user requirements, established technical specifications, and maintained production, productivity, quality, and customer-service standards. Establish smooth flow of communication regarding job expectations, including planning, monitoring, appraising, and reviewing job contributions along with reviewing compensation actions enforcing policies and procedures. Nurtured personal networks, bench marked state-of-the-art practices, and acquired memberships of professional societies.
• Met overall call centre financial objectives by estimating requirements, preparing annual budgets, scheduling expenditures, analysing variances, and initiating corrective actions.
• Recognised and awarded top project across seven different sites after only three months in sales.
• Headed successful business expansion across four different projects.
• Acquired and maintained the highest C-sat and QA scores.
• Drove successful business expansion for 7 to 13 clients and gained recognition as top network, C-Sat across 7 Sites, and in First Contact Resolution (Invia Germany Project).
Monitored performance levels of centre and prepared various reports, whilst organising staffing, including shift patterns and number of staff required to ensure fulfilment of specified requirements. Gained recognition for C-Sat for Expedia for TD Bank by securing an outstanding 91.2% C-Sat by both Expedia and Teleperformance, whilst driving improvement in efficiency and Utilization of LOB with overachievement of Margin target by 118%
Provided leadership and co-ordinated employees with for optimal execution of customer service and sales activities.
Achieved complete client satisfaction by addressing and resolving complex issues in a timely and efficient manner.