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Work Background
GEO.3L GroupeDirecteur des Operations
Aug. 2020 - Aug. 2021Tunis
National PenSite Director
Jun. 2018 - Mar. 2020Gouvernorat de Tunis, Tunisia
twwSenior Business manager
Jan. 2011 - Jun. 2018Business Manager – Transcom Tunis – Global operations management Including: • Prioritization, designing and planning all major change programmes to improve the overall offering made to thousands of customers involving more than three hundred staff. • Designed an improved project management methodology within the business. • Scheduling optimization, implementation of new business dynamic and incentives scheme, all in all boosting results and increasing staff commitment and improving customer experience • Designed and implemented an improved methodology for the Business and performance delivery. This ensured that all changes were carefully assessed, analysed and prioritized to best support the overall business strategy. • Management and delivery of Large-scale business change projects, including the rationalization and reorganization of a delivery structure • Working with Business Development Teams to develop and implement solutions for new clients. This involved the participation in bid teams planning delivery of contact centre solutions. It frequently involved the planning of delivery of offshore contact centre solutions. • Delivering accurate data and producing P&L Dashboard and analysis. • Generating added value & Meeting financial expectations (CM, EBIT…) • Being in charge of Team Leaders development and training needs • Following up on quality and quantity targets for the allocated Clients/projects. • Planning and implementing expansions to current business. • Driving negotiations toward agreement ensuring company risks and profit objectives are covered at all times. • Ensuring regular and proactive contact and interaction with clients and clients satisfaction through continuous business improvements. • Ensuring that objectives are set for every employee in the business unit in line with their personal development program and carrier path.
TeleperformanceTrainer
Mar. 2002 - Dec. 2004Build, develop and administer life cycle training program that certifies ongoing position growth within the company, and tracks progress toward learning objectives. Responsible for developing and maintaining standards, meeting prescribed timelines, developing and meeting budgetary objectives, continuous improvement of department operations, developing strategic plans to meet company goals, and managing assigned staff. • Creates a highly effective training team that conducts group and one-on-one training in the office and at customer sites.
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