Yamen Bahaa

Mobile Operator - Digital Customer Operation

•Leading Operation of 2000 employees handling over than 12000, 000 transactions a year.
•Adhere to laid down operational metrics and client determined SLAs for the account targeting high level of client satisfaction.
•Continuously monitor, analysis and improve current processes and initiate business improvement plans to enhance operational efficiency with focus on improvement in C-SAT, Volumes, Quality Metrics, Cycle Time …etc.
•Create and adhere to a process to continuously, understand and review client requirements and changes periodically and align operations to best suit client needs.
•Create strategic operational objectives for the account during midterm and annual business planning according to the CRM strategy and laid down quality standards
•Build a long term, open and trust worthy relationship with clients through a plan for frequent interaction.
•Serve as a representative of the organization and it’s brand by operating as a link between clients and company’s stakeholders
•Successfully interact with clients at various forums like the weekly, monthly and quarterly reviews, annual vendor summit, client visits etc.

•Managing operation of 280 headcount located in four countries handling over than 880, 000 transactions per year.
•Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
•Leads the efforts to improve operational efficiency and customer satisfaction through technology such as Telephony, Web-based and CRM -customer relationship management- systems.

Direct and manage project development from beginning to end.
• Define project scope, goals and deliverables that support business goals in
collaboration with senior management and stakeholders.
• Develop full-scale project plans and associated communications documents.
• Effectively communicate project expectations to team members and stakeholders
in a timely and clear fashion.
• Liaise with project stakeholders on an ongoing basis.
• Estimate the resources and participants needed to achieve project goals.

Managing upward the operation performance
Managing weekly POS process
Managing Weekly Targets
Managing daily transactions and financial responsibility
Providing action plan/target projections on monthly bases
Hiring and training new employees
Managing weekly issuance accuracy/error analyses