Irit Guttman Email & Phone Number

• Project Manager • Managing a six-figure annual budget, time schedule management, compliance with regulations and bringing together various work interfaces• Writing tenders, building specifications (for operation of a center by an external service provider), including in the field of information systems, human capital and the scope of the engagement• Preparation of the employee training program and the annual compliance plan – including presentation of the plans to Management• Management of the information set-up, including writing professional reports (market analysis, the law, performance, and making recommendations for process improvement)• Manager of a customer service center with 30 employees, including setting KPIs for improvement of the service• Setting and assimilating the center's service policy: conversations guidelines, building work procedures, processes and routines, supervision and control of the quality of the professional service, and assisting in complex service situations (complaints, crisis, etc.).• Building work plans: setting targets and KPIs, managing an annual budget of NIS 9M, monitoring and control. • Handling more than 150K calls per year: improving the customer experience, satisfaction, availability, quality of service.• Building and analyzing reports, identifying trends, formulating recommendations and raising issues for handling in order to promote solutions / legislation concerning rights.• Participation in professional and inter-ministry government forums, preparation and delivery of presentations and professional materials.• Management of the service set-up with a team of 30 outsourced employees, including training, motivation, problem-solving, control and feedback.• Writing tenders: planning and specifying all the terms of engagement for operation of the center by an external entity (including the requested services, the information system, work-hours and human capital).

Listed skills include Project Management, Government, Budgets, Project Planning, and 23 others.