09/2006 – 08/2009
abgeschlossen
Werbung, Marketingkommunikation
, Marokko
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Fachwirt/in - Call-CenterMarokko |
8 Jahre Erfahrung |
Geburtsdatum:
Staatsangehörigkeit:
marokkanisch
31596045
09/2006 – 08/2009
abgeschlossen
07/2018 – Bis heute
Manage a Team of 10 WFM Analyst
Coordinate between Operations, Main Client and upper management in order to deliver an optimal performance and results.
Main POC for different clients in EMEA Region
Analyse and deliver recomendations for Optimal operations delivery
Usage of different WFM tools & Software (Injixo, IEX, eWFM...etc)
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Zur Registrierung01/2018 – 07/2018
Manage a Team of 20 WFM Analyst across different countries
Coordinate between Operations, Main Client and upper management in order to deliver an optimal performance and results.
Main POC for different clients in EMEA Region
Analyse and deliver recomendations for Optimal operations delivery
Usage of different WFM tools & Software (Injixo, IEX, eWFM...etc)
10/2016 – 12/2017
Ensure better country level performance delivery all across EMEA
Upskilling and training of WFM teams based on Company's internal process
Audit & Asses Company's process on country level
Coordinate between Operations, Main Client and upper management in order to deliver an optimal performance and results.
Main POC for different clients in EMEA Region
Analyse and deliver recomendations for Optimal operations delivery
Usage of different WFM tools & Software (Injixo, IEX, eWFM...etc)
10/2015 – 10/2016
Manage a Team of 10 WFM Analyst
Coordinate between Operations, Main Client and upper management in order to deliver an optimal performance and results.
Main POC for different clients in EMEA Region
Analyse and deliver recomendations for Optimal operations delivery
Usage of different WFM tools & Software (Injixo, IEX, eWFM...etc)
03/2012 – 10/2015
Data mining and analysis using Call Center CMS & Tools
Reporting creation & deployement using Excel & Power pivot
Tools developpement using VB.Net, VBA & VBS
Usage of WFM tool for data & reporting (Avaya, Odigo, Genesys, Pulse...etc)
06/2010 – 03/2012
Manage & Coach a team of 20 Agents
Upskill & train agents based on internal process & client needs
Improve customer experience
ANalyse team results and achieve improvement based on deadlines
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MS Office Solution: Full knowledge of the tools, including Macro automation
SQL knowledge,
VB.Net & VB Script
Knowledge of WFM & Call center tool sush as : Genesys, Pulse, Avaya, Injixo, IEX, Odigo, TeleOpti, CAV...etc