Souhail Q.

Service Delivery Manager

Process Manager Project Manager

Resource management to optimize contractual services and financial objectives.

Performance monitoring to achieve contractual objectives in accordance with client/project SLAs and KPIs.

Monitoring and measurement of client/project satisfaction.

Risk management.

Change management.

Human capital management: TO, Annual Evaluation, Recruitment, Abs.

Advanced reporting: Excel, PowerBI

Privileged client contact point.

Problem solving: DMAIC SSGB approach ITIL 4 , ISO-27001 , ISO-9001

•Participation in the deployment of new projects & activities within the group.

•Management of a team of 4 PMs.

•Collection, preparation of CX reports within the framework of AOs, COSTRATs, COPILs …

•Identification of needs to improve the Client & Collaborator experience (Speech Analytics, RPA, SelfCare, SMS …etc).

•Progress monitoring (Respect for deadlines, help & support necessary for the progress of projects).

•Preparation & animation of steering committees.

•Implementation and management of action plans, monitoring of Gross Margins (Costs, Revenues …etc)

•Creation of advanced Dashboards to facilitate monitoring, interpretation of results and implementation of corrective actions.

•Mastery of project management methods:

•SixSigma, DMAIC, Agile, Scrum.

Performance Improvement & Project Manager | PIPM

- Reporting to the Africa Manager, monitors Normative Quality, Operational Quality and Continuous Improvement in correlation with the policy of the Sitel Monde Group.

- Preparation of GOS (Global Operating Standards of Sitel Group), ISO and other Client requirements audits.

- Quality Control (Evaluations, Coaching, Debriefing, Monitoring of achievements & Actions …etc)

- Expertise: FAI (SFR, Bouygues Télécom, Bell Canada), Energy suppliers (ENGIE, Happ-e).

- Expertise in Call Reception, CHAT, Outbound Tele-Sales, BackOffice, Mailing, Mail.

- Preparation & animation of Weekly Reviews with the various CDOs (COPROD) and Monthly Reviews (COPIL) (WBM, MBR).

- RedZone, YellowZone, Lean Six Sigma

- Performance management of a team of 15 to 30 Collaborators.

- Management of a team of Quality Officers and actions on Quality KPIs.

- Multi-Project Management (Management of KPIs of different activities simultaneously & contact with different CDOs and Account Directors).

- Mastery of Reporting & analyzes related to performance and client KPIs.

- Implementation of procedures & solutions related to client KPIs.

- Creation of DashBoard/Reporting for Monitoring advisor/Team/Activity performance within projects.