I am passionate, self motivated and hard working person, working for more than 16 years in call center industry. I learned to be flexible in the highest level and adaptable to any challenging situations. Being a member of both Operations and Support functions teams, i strongly believe that the key for a great success is to have one - common goal that everyone should adapt into it. Innovation and best practices sharing will bring company into the next level.
Current position title : Regional Head of WFM - EMEA
* Certified in COPC Lean Six Sigma Green Belt & candidate for Black Blet certification for call centers
* COPC Implementation Leader for Call Centers certified
* Direct report to EMEA Chief Operations Officer and managing a team with over 35 WFM Directors and Managers
* Interventions into Operations for KPIs - Financial gaps normalization for Operational and HR activities
*Close monitoring of SLAs & Financials by supporting local - EMEA TOP management to secure targets. Ensure the balance between employee and financial values
* Contribute to design the KPI Cascade strategy model establishment per stage
* Designer of global Baseline Standards of WFM and evaluation grid, ensuring the implementation & continious improvement of WFM process across the region, sharing best practices globally
* Design the new process of Resource planning for standardized Recruitment & Selection global procedures, aiming to eliminate waste, inefficiences and bottlenecks
* Close cooperate with global processes and CI office time for end to end "HR Recruitment and selection processes"
* Facilitate a structured agile eco system consisting of 5 global agile teams
* Provide with budget - sizing - pricing
Business intelligence (BI) creation
Grow education via programs (Agile project leadership certification, Mentor for Teleperformance institutes)
Travelling
Reading
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