-Project Coordination: Oversee the planning, execution, and delivery of customer projects, ensuring alignment with timelines and budget constraints.-Client Liaison: Act as the primary point of contact for clients, addressing inquiries, managing expectations, and facilitating clear communication throughout the project lifecycle.-Cross-Functional Collaboration: Work closely with sales, technical, and support teams to ensure seamless delivery of services and solutions tailored to customer… Show more -Project Coordination: Oversee the planning, execution, and delivery of customer projects, ensuring alignment with timelines and budget constraints.-Client Liaison: Act as the primary point of contact for clients, addressing inquiries, managing expectations, and facilitating clear communication throughout the project lifecycle.-Cross-Functional Collaboration: Work closely with sales, technical, and support teams to ensure seamless delivery of services and solutions tailored to customer needs.-Risk Management: Identify potential project risks and implement mitigation strategies to ensure successful delivery.-Performance Tracking: Monitor project progress and performance metrics, preparing reports for stakeholders to highlight achievements and areas for improvement. Show less

Managing Frontline and Backoffice Queues: Frontline Bilingual ““English & Spanish” queue and Spanish Backoffice queue.Leading a team of 25+ people (Full Time Employees) making balancebetween Business and People to get the job done in the best possibleway achieving the agreed below KPIS and Responsibilities:1. Operational KPIs (NPS - CSAT - Resolution - FCR - Quality - AHT -Productivity - Adherence - SLA - Sales and Backoffice cases SL)2. Positive Partner survey… Show more Managing Frontline and Backoffice Queues: Frontline Bilingual ““English & Spanish” queue and Spanish Backoffice queue.Leading a team of 25+ people (Full Time Employees) making balancebetween Business and People to get the job done in the best possibleway achieving the agreed below KPIS and Responsibilities:1. Operational KPIs (NPS - CSAT - Resolution - FCR - Quality - AHT -Productivity - Adherence - SLA - Sales and Backoffice cases SL)2. Positive Partner survey (local market).3. Launching Tele sales program within VF Spain promoting theselling of various products (Devices, ADSL, Mobile Lines, IOTproducts...etc.) overachieving the provisioned targets.4. Positive People spirit survey.5. Preparing required analysis for (KPIS to make sure that we fill anyperformance gap as fast and efficiently.6. Monthly One to One meeting with all direct reports to follow up onperformance and agree on action plans if required.7. Connecting with the local market - supporting functions and allservice lines to make sure that our processes are up to date andaligned.8. Responsible for the new hire training process aligning with allrelevant stakeholders and keeping track of the training'sefficiency until the new hire is ready to perform 100%.9. work closely with workforce management and provide them withthe workload provision to make sure about the accuracy ofscheduling manpower.10. Prevents potential risks including commercial, reputational, GDPRcompliance, privacy and security and proactively drivesmitigation solutions. Show less

Managing Frontline Team "English, Arabic and Rumanian Queues:1. Leading 3 performance managers, 20 direct reports and 15indirect reports following up on all individuals' relevant KPIs withalways an exceptionally superior performance and constantpersonal and professional improvement.2. Achieving all the agreed KPI'S in all queues despite dealing with 3different languages and diverse cultural background.3. Having incredibly positive people survey result.4. Handling… Show more Managing Frontline Team "English, Arabic and Rumanian Queues:1. Leading 3 performance managers, 20 direct reports and 15indirect reports following up on all individuals' relevant KPIs withalways an exceptionally superior performance and constantpersonal and professional improvement.2. Achieving all the agreed KPI'S in all queues despite dealing with 3different languages and diverse cultural background.3. Having incredibly positive people survey result.4. Handling CRM and maintaining an incredibly good relationshipwith the Local Market. Show less

Managing 3 Backoffice queues "Email Channel, Billing queue "Outbound Calls" and Devices Collection with 45+ FTEs1. Achieving the agreed operational KPI'S "Quality, Productivity, SLA&AHT".2. Coaches staff and assists BO operators to resolve problems andcustomer inquiries.3. Very good results in the Quarterly People Survey.4. Identify required resources and skill sets/competencies requiredto successfully carry out department plans Balance and monitorthe work… Show more Managing 3 Backoffice queues "Email Channel, Billing queue "Outbound Calls" and Devices Collection with 45+ FTEs1. Achieving the agreed operational KPI'S "Quality, Productivity, SLA&AHT".2. Coaches staff and assists BO operators to resolve problems andcustomer inquiries.3. Very good results in the Quarterly People Survey.4. Identify required resources and skill sets/competencies requiredto successfully carry out department plans Balance and monitorthe work load distribution to match with the business needs andteam capabilities. Show less

1. Arrange Training plan for the New Hires in Spain account up to 25trainees per batch.2. Provide necessary training and coaching to the accountmembers.3. Prepare presentations, training materials, and handout materials.4. Identify areas for improving individual and team performance.5. Identify areas of development in the process.

Front Office advisor responsible for handling customer queries inSpanish language related but not limited to: Billing issues - Hardwareissues - network issues- activating or disactivating mobile servicesbalance recharge - etc... making sure to achieve the agreed KPIs (NPS - CSAT - Resolution - FTF - AHT - Productivity - Quality - Sales)

1. Handling Customers Billing queries opened by Frontline Teammaking an outbound call to inform the solution to the customersin a very satisfactory way.2. Achieve the operational KPIs targets (productivity - NPS- CSATResolution-Quality)