Zara Razafindrabe

• • Transmission and communication of information to collaborators clearly to facilitate operational continuity.

• • Demonstration of leadership skills by managing projects from conception to delivery.

• • Analysis of needs and constraints to provide the most appropriate response.

• • Communication of anomalies or difficulties encountered to management to enable rapid resolution.

• • Leading meetings with client principals to present achievements (weekly and monthly).

• • Establishment of visual aids for recalling call procedures.

• • Management of 4 sub-operations: performance tracking and implementation of action plans to ensure results.

• • Management of daily production operations (KPIs for production and quality) to ensure deadlines and quality standards are met.

• • Management of the production team of 15 employees: task coordination, schedule organization, skills development.

• • Clear communication with the team regarding expectations, individual responsibilities, important production-related data, and relevant strategic updates.

• • Leading meetings to convey instructions and provide feedback to the team.

• • Team building to foster a good working atmosphere (dress code, snacks, morning briefs, ...)

• • Leading meetings with client principals (weekly and monthly) to present achievements.

• • Conducting training sessions on product mastery for sales.

• • Identification of technical errors and failures and implementation of appropriate actions (evaluations and action plans for telemarketers already in production).

• • Implementation of motivation strategies to encourage telemarketers to achieve their goals.

• • Development and implementation of personalized coaching programs for telemarketers.

• • Regular monitoring of client progress and adjustment of coaching plans accordingly.

• • Highlighting achievements and progress during coaching to improve self-confidence.