Bell Canada
- Operations Manager at Bell ExpressVu
Montreal2005 - maintenant• Lead, support and develop a district of 10 team leaders (250 customer service agents)
• Build and deliver the key performance indexes for my district
• Be the point of contact for all issues related to the Customer Experience
• Partner closely with multidisciplinary teams to ensure all activities and projects are aligned with my employer’s vision and imperatives
• Act as change agent so that all initiatives are implemented successfully in the contact centers
• Continuously improve the processes to help reduce costs and increase the customers and employees satisfaction
• Co-ordinate and prepare presentation material and reports to a variety of audiences in accordance with the overall communication plan
Bell Canada
- Logistics department manager at Bell ExpressVu
Montreal2005 - 2005• Created a logistics department for the contact center
• Oversaw service levels achievement and call center productivity metrics
• Linked the operations and IT vendors (CGI) for daily activities and major deployments
• Managed the work force conditions and the team leaders schedules
• Acted as a key player in a change management related to new scheduling tool (IEX)
• Acted as a key player in the implementation of a revolutionary call monitoring tool (Verint)
Formations
Faculté Des Sciences Économiques Et De Gestion - Université D’Alger (Alger)
