I’m a Call Center Director for Ebos, focusing on Finance, Customer Care Expriencemy focus are :📈 Ensuring Budget are met.👩‍🎓 Develop our team through hiring and development.💻 Plan our technology strategy✍️ Develop our client portofolioI turned a 40 FT business with negative EBITDA, into a 170+ FTE business over 6 millions turnover and a consistant EBIDTA. 🚀

- CRM migration - Setup of Telemarketing Campaigns- Setup of Digital Helpdesk

Responsible for the General Management of all TWW business units owned by the Contact Center (Tunisia, Holland, Luxembourg).P&L Management and associated financial practices, main Objective is to exceed budgeted net profit targets from the Contact Center.Owner of all Budgets linked to Contact CenterEffective leadership and business execution including but not restricted to the following key focus areas: Efficiencies, Organization, Client Relations, Commercials, Business Planning and Business Development

Management of All client Account from the Contact CenterDesign and integrate Process from recrutement to productionManagement of multi-sites Project in Tunisia & LuxembourgPrice proposals for existing customer & prospectsFinancial & Operational forecasts

►Creating and improving operationnal and financial reportings.►Effectively managing the scheduling/attendance for the entire Call Center►Ensuring adherence to all departmental operational performances►Implementating and Administrating of all internal & external systems (WFM Tool, Call & Screen Recording Tool, Operational Perofmance Monitoring tool) ►Delivering accurate Operational Forecast ►Calculating prices►Building administrating and analysing Employees and Consummers Surveys.

for Team of 16 consummer representatives► Managing, motivating, training, and coaching call center representatives in a high-volume environment.► Monitoring calls for quality assurance and efficiency.► Handling escalated customer service inquiries and call overflow from the representatives.► Managing goals and progressive discipline procedures for the team.► Effectively managing the scheduling/attendance, call volume, and quality control of the team.► Proactively identifying potential issues and recommend enhancements to the current procedure to implement best practices.► Creating a positive working environment in the team and inspire exceptional performance.► Managing tasks with minimal supervision in dynamic work environment.► Ensuring adherence to all departmental policies and procedures.

Private Banking Client Representative.TOP 5 seller at Regional Level.

Assist Director, Build, administrate and analyse Client satisfaction survey,Marketing development of main client : Football Club de MetzAnalyse Marketing Campaigns Impact, Events Organisation.