Ayoub Taha

• Managing service delivery.
• Supervising KPIs achievement.
• Managing budget achievement and company margin.
• Developing long lasting and effective relationships with clients by providing onboarding, in-depth training and continuous technology support.
• Monitoring all aspects of contracts with third party organizations to ensure that required services were delivered.
• Establishing policies and strategies for resource allocation and infrastructure while managing service delivery expectations.
• Consistently meeting company and department objectives within budget and time constraints.
• Coordinating and monitoring inbound and outgoing deliveries, keeping abreast of delays and other issues.
• Identifying opportunities to reduce cost and improve productivity.
• Managing Contract compliance.

Areas:

• Budget and workforce forecasting
• Spent control and cost efficiency
• Resource management for 6 BPOs, in 4 continents: Weekly scheduling, intraday placement, agent utilization and occupancy
• Multi-Channel Customer Service Projects
• Responsiveness
• Operations and BPO performance/contracts management
• Project management: digital transformation, product improvement, failures analysis and process elaboration.

Objectives includes:

• Created workforce planning and development models for quarterly scheduling and processes.
• Reduced financial discrepancies by accurately managing project details and revenue streams.
• Managed schedules of team of 1000+ personnel to keep shifts properly staffed.
• Developed and updated scheduling policies covering all department activities.
• Developed effective scheduling processes to achieve production objectives.
• Managed all payments processing, invoicing and collections tasks.
• Reviewed budgetary data for accuracy and consistency with goals and objectives.
• Analyzed monthly reports on actual revenue performance and compared with budgeted projections.
• Reviewed operating budget periodically to analyze trends affecting budget needs.
• Reviewed monthly financial results with partners to identify opportunities to improve profitability.
• Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.

Areas:

• Account and Operations management: 3 call centers in 3 countries and over 350 agents
• Operational excellence
• Responsiveness and business performance
• Quality assurance
• Productivity and resource planning
• Projects implementation and customer service revamp

Objectives included:

• Built strong operational teams to meet process and production demands.
• Resolved challenges associated with company websites, vendors and telecoms.
• Connected with clients and developed strategies to achieve sales and customer service goals.
• Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
• Contributed to proposal and contract development, negotiations and meetings.
• Monitored resource use to achieve set goals within budget constraints.
• Created corrective actions based on adverse KPI trends.
• Recruited, hired and trained crew members on application of projects, customer relations and customer service.
• Developed initiatives for process improvement and reviewed and assessed ongoing operations.

Areas:

• Customer service management
• Sales team implementation
• Account performance and profitability
• Quality and Training cross-functional management
• Performance and Business KPIs
• Quality, Productivity, scheduling and Voice of the customer
• Recruitment
• Fraud control.

Objectives included:

• Conferred with business leaders to evaluate business needs and implement operational improvements.
• Trained staff to provide excellent customer service to challenging customers.
• Coordinated schedule to maintain appropriate staff coverage.
• Led department and supported team leads with process and personnel needs.
• Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
• Oversaw workforce schedules and allocated resources in order to achieve project goals.
• Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.

Areas:

• Quality and Training account management
• Voice of the customer
• Process Continuous Improvement Strategy
• Agents performance improvement
• Write Offs and financial losses management
• Recruitment.

Objectives included:

• Mentored team members to succeed and advance within department and company.
• Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
• Implemented training improvements to achieve desired results.
• Delivered cohort training, learning activities and assessments, monitoring adoption of learning.
• Discovered and implemented new learning techniques and industry best practices to drive learning through professional training.
• Designed training schedules for new and existing employees.
• Inspected incoming raw materials shipments for compliance with quality standards agreed upon in vendor contracts, reporting discrepancies as necessary.
• Managed company onboarding processes, interviewing and selecting new quality assurance personnel and cultivating teamwork and technical proficiency in training.

Areas:

• Customer Service trainings delivery
• Continuous improvements and process dysfunctions review
• Process and document management
• Point of contact with the provider, for ramp up and skills management
• Process creation
• Floor support
• Support to operations and responsiveness.

Objectives included:

• Determined training needs and developed related classes.
• Mentored specific employees on areas in need of improvement.
• Organized key training sessions and qualifications for personnel.
• Developed skill-specific training programs to promote employee development.
• Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.
• Evaluated client processes, employee performance and training progress to determine additional training needs.
• Documented training activities and changes to analyze program effectiveness.
• Scheduled training sessions based on availability of classrooms, equipment and instructors.
• Monitored training costs and prepared budget reports to justify expenditures.