Mohamed Sassi Email & Phone Number

Montreal, Canada Area

Manage strategic relationship(s) with key Technology and Executive teamsChampion the relationship with the Strategic Sourcing, Finance and Business Vendor Management teamsSupport vendor relationship(s) with significant impact to the organizationTransfers knowledge and provides guidance and leadership as appropriate to support the business objectives of the teamMakes an impact by getting things done, focusing on what matters, owning and delivering superior results for all stakeholders in both the short and long-termSupport the identification and development of process-improvement strategies to generate efficiencies and ensure vendor compliance to internal policyExecute Third Party Ongoing Monitoring processes in alignment with frameworks/methodologiesExecute team specific vendor management processes, reporting and analytics to support vendor governance and supplier optimization recommendationsIdentify, implement, and continuously enhance efficiencies associated with vendor management Manage vendors processes with direct interactions with internal business groups Directors and VPs Performance Management

Région De Montréal, Canada

Contact Center Manager Teleperformance Montréal - Directeur des Opérations Aout 2014 à ce jourWorking closely with external executive partners on initiating, planning, executing, controlling and maintaining long term projects and campaigns.Leading financial and business strategy planning and implementation.Oversee and supervise a team of managers who coach and mentor multi-disciplined team members.Set objectives and monitor performance while mentoring a team of 20 managers to optimize productivity, quality and increase overall key performance indicators and scorecard results.Develop and create internal employee training's, programs and tools which promotes career development, leadership development and performance management to facilitate change management and business readiness.In charge of facilitating specific programs’ national and internal audits and compliance reviews.Effectively using financial and business analysis to effectively manage operating and capital expenditures within scheduled budget and performance standards. Provide strategic and tactical direction to teams. Responsible for multi-level talent assessment and career development within departmentIdentify and develop positive and solid working relationships with internal and external stakeholders.Play a critical role in building management depth by providing guidance and mentor ship to all levels of leadership within their organizational structures as well as leading by example.

Teleperformance Tunisie

Managed and led three (3) lines of business teams (Technical support, Customer Care and Tier 2 escalations) for a Canadian partner, the leader in telecom industry. Successfully identified business areas of opportunities and presented recommendations and solutions to the senior leadership team.Maintained and managed several databases for technical support, troubleshooting, field services and dispatching as well as remote customer monitoring devices data.Worked with a team of financial specialists to develop a plan to reduce clients’ financially held orders within different products and services.Supervised and coached a team of technical specialists to reduce client escalations and to increase client satisfaction and one call resolution while bridging gaps between the sales operations team and the service delivery team.Created a long term assessment plan to reduce outages and connectivity issues by identifying trends through customer data and usage.Leveraging technology to enhance team members training and development by creating process improvement tools, training programs and opportunities to challenge performance status quo.

Teleperformance Tunisie

Created, recruited, developed and mentored a team of 10 quality assurance specialists.Developed initiatives and programs to improve quality assurance processes and practices.Remodeled already existing tools to enhance the team’s performance through collecting feedback and sharing best practices.Overseeing and coordinating resolutions for customer complaint investigations and non-compliance staff reports.Leading compliance, internal and external audit reviews as well as carrying out routine investigations and product checks.Creating quality assurance employee manuals to ensure successful on-boarding of team members.Participating in developing marketing, commercial and business protocols and strategies to align with international business standards.

Noos- Numericable Teleperformance Tunisie

Led, managed and coached a team of 20 team members to consistently meet and challenge performance status quo while increasing intrinsic motivation and employee engagement.Proactively created a team plan to constantly meet service levels while maximizing productivity leading to increased operational efficiency.Handled live client escalation calls by presenting them with win/win solutions.In charge of real time scheduling and staffing management.Implementation of required successful change management policies related to operations and human resources global guidelines.

Assurer le traitement des demandes clients en multi-Canal (Call, Email & CHAT) :- Assurer un traitement professionnel - Répondre aux demandes de résiliations/rétention- Modifier les données du dossier client- Utilisation des bases de connaissances, process et modes opératoires mises à disposition- Remonter les avis et suggestions d’amélioration client à travers les moyens mis à disposition (Flash terrain, Espace commentaires, focus groupe…)- Suivre les formations continues de façon a être constamment à jour quant aux différents changements apportés par le client donneur d’ordres sur les procédures, offres, prix…

Pmp In Progress, Project Management, Pmp Certification In Progress

Education record