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Specialist - Call CenterMorocco |
|
8 years experience |
Birthday:
Nationality:
Moroccan
31596045
Register a German-based subsidiary of your company free of charge and start immediately.
If you sign a contract with a specialist and the specialist has started working with you, we will then charge you our recruitment fee, 10% of the first gross annual salary.
We handle the necessary paperwork for obtaining residence permits or qualification certificates at a fixed price, if you wish.
2006-09 – 2009-08
completed
2018-07 – Till now
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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To register2018-01 – 2018-07
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)
2016-10 – 2017-12
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)
2015-10 – 2016-10
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)
2012-03 – 2015-10
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)
2010-06 – 2012-03
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
