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Bezzazi MED SAHBI

Vélizy-Villacoublay

En résumé

2010
• TRAFFIC CONTROL sur la Partie UPS

Suivie temps réel de la production
Alertes et remontées agents (Acd, temps de pauses etc.….)
Définir la planification des pauses 1 et 4 Fréquence quotidienne Coordination Tl
Evolution des forecast - suivi des extrêmes days
Historisation des données de productions (Quanti/Quali)
Suivi dans l'entreprise de nos collaborateur (Etat, Service, Log, TL, Etc..)
Suivi de la performance agent (stats /Quanti/Quali)
Envoi et communication des résultats de production Quanti/Quali
Intervention terrain (suivi des DMT longue et des Hold time en coordinations avec les TL)
Planification des formation / Mid-shift / refresh selon la production
Mise a jours du DA
Gérer l’intervention des IT, RH selon le Cas
Gérer les down outil en temps réel
Suivi des incidents outils et positions avec les TL/ IT / Superusers
Gestion du transport coordinations avec BST
Gestion des reporting quotidien / Hebdomadaire/Mensuelle
Gestion des reporting des incidents
Gestion des Daily & Aux reports
Définition et Elaboration de la planification Gestion des Forcast en temps réel
Suivi de la production demie/demie heure de l'évolution de nos flux d'appels vs les Forecast - permet de voir les impactes de production - Envoi par Email :BM, TLS, TL - Fréquence toutes les demies heures.
Optimisation des flux d’appels : Changement des compétences agents en temps réel selon les compétences agents
Alerte interne sur des appels en attente….
Gestion des congés
2009
• Responsable Production sur la Partie TELE 2 Mobile

Coordination TL-LQ
Control DA
Suivie temps réel de la production
Alertes et remontées agents (Acw, Acd, temps de pauses etc.….)
Gestion et validation des pauses
Intervention terrain (suivi des DMT longue etc.….)
Planification des formation / quiz selon la production
Gérer l’intervention des IT, RH selon le Cas
Suivi des incidents outils et positions avec les TL/ IT / Superusers
Gestion des casques et des câbles USB
Gestion du transport
Gestion des reporting horaire
Gestion des reporting quotidien
Gestion des reporting des incidents
Analyse journalière de J-1
Analyse hebdomadaire de S-1
Gestion des Daily & Aux reports
Planification
Input et approuve du Group report
Gestion des congés


• Team leader sur l’opération TELE 2 mobiles service clientèle et service technique responsable du Parc Nuit (Assistance technique)
.
Maintenir un haut niveau de motivation par un management adapté à chaque personne.
Proposer et promouvoir des activités favorisant la motivation.
Assurer un haut niveau de satisfaction de l’équipe et une présence optimale.
Favoriser le travail d’équipe et l’esprit d’entraide entre chefs d’équipes et collègues.
Faire un suivi et analyser les performances individuelles (agents) et collective (équipe).
Assurer l’atteinte des objectifs de production demandés.
Suivre les résultats de l’équipe, de chaque agent et leur niveau de compétence.
Assumer la responsabilité des résultats de l’équipe.
Maîtriser les objectifs qualitatifs de nos clients et de Transcom.
Répondent aux attentes des clients et de Transcom.
Suivre les résultats qualité de l’équipe, de chaque agent et leur niveau de compétence.
Mettre en place et respecter les procédures Transcom.


2007 (4 ans)
• Team leader sur l’opération TELE 2 FIX vente et fidélisation (outbond)
2006 (7mois)

• Téléacteur sur l’opération TELE 2 FIX vente et fidélisation (outbond)
(6 mois)

Nov. 2005 Transcom World Wide


Avril 2004(6mois) L’OCC (OUTSOURCING CALL CENTER)
• Téléacteur sur une opération de défiscalisation

Mai 2004 (10mois) Teleperformance
• Téléacteur sur l’opération Wanadoo Service commercial et service technique
• Téléacteur sur l’opération Numéris câble service technique


Avril 2004(4 mois) UCCV (L’Union Centrale des Coopératives Viticoles)

• Service commercial

Dec 2003 (3 mois) Agence SIGMA CONSEIL
Un bureau leader dans les études marketing et médias, son champs d'action s'étend à l'ensemble d

Mes compétences :
Responsable
Leader
Dynamique
Relation client
Communication
Conseil
Management
Internet
Marketing

Entreprises

  • Transcom WorldWide - Business Support Team Member

    Vélizy-Villacoublay 2016 - maintenant Prepares daily reports as specified (Nb agents in, annual leave, sick…etc)
    Performs basics eWFM functions including running reports, entering segments, and updating the intra-day performance.
    Completes and miscellaneous task assigned by BST or Business manager.
    Performs basic CMS functions including running reports, expiring data, changing agent skills, and activating agent traces.
    Processes requests for time off.
    Processes requests for permanent and temporary schedule changes and trades.
    Gathering of data needed for projects and analysis.
    Create reports and ensure accuracy for all reports.
    Control consistency of reports to support reliable decision-making.
    Make initial analysis of variance.
    Do regular analyses of forecasted volumes and staffing
    Verify the accuracy of sources and formulas.
    Verify reports in terms of plausibility.
    Consolidate information into a manageable format.
    Track results to identify trends.
    Develop schedules based on an activity analysis and forecast.
    Follow real-time activity of call flow within each business area and between contact centres (traffic control). BO, IB,OB
    Update procedures and workflow as instructed.
    Assist in written communication and reports where required
    Planification & Scheduling
    Processes requests for permanent and temporary schedule changes and trades.
    Schedules request for off phone activities (project up-training, team meetings, coaching sessions, etc?)
    Removes schedules and update employee information form terminated employees.
    Updated employees' information and/ or schedule for employees changing status.
    Updates historical patterns in eWFM.
    Reporting
    Maintains accurate employee information in eWFM and other databases.
    Tracks, monitors, and reports trend in project metrics.
    Monitors the absence line, note calls on exception log and enter segments into eWFM.
    Communication
    Works with Operations team to meet both internal and external goals and expectations
    To assess the needs of management in regard to statistics and reports.
    Respect timelines for all reporting needs.
    Respect communication channels.
    Communicate variance proactively and indicate consequences.
    Analysis
    Analyse and optimise the reporting needs of the business.
    Minimize long-term variance through proactive analysis.
    Analyse results ensuring that threshold values and service levels are met.
    Analyse result against forecast.
    Analyse activity of each business areas and between contact centres.
    Process integrity
    Respect reporting Transcom WorldWide guidelines.
    Continuously review procedures and implement improvements.

  • Transcom WorldWide - Business Support Team

    Vélizy-Villacoublay 2016 - maintenant

    Prepares daily reports as specified (Nb agents in, annual leave, sick…etc)
    Performs basics eWFM functions including running reports, entering segments, and updating the intra-day performance.
    Completes and miscellaneous task assigned by BST or Business manager.
    Performs basic CMS functions including running reports, expiring data, changing agent skills, and activating agent traces.
    Processes requests for time off.
    Processes requests for permanent and temporary schedule changes and trades.
    Gathering of data needed for projects and analysis.
    Create reports and ensure accuracy for all reports.
    Control consistency of reports to support reliable decision-making.
    Make initial analysis of variance.
    Do regular analyses of forecasted volumes and staffing
    Verify the accuracy of sources and formulas.
    Verify reports in terms of plausibility.
    Consolidate information into a manageable format.
    Track results to identify trends.
    Develop schedules based on an activity analysis and forecast.
    Follow real-time activity of call flow within each business area and between contact centres (traffic control). BO, IB,OB
    Update procedures and workflow as instructed.
    Assist in written communication and reports where required
    Planification & Scheduling
    Processes requests for permanent and temporary schedule changes and trades.
    Schedules request for off phone activities (project up-training, team meetings, coaching sessions, etc?)
    Removes schedules and update employee information form terminated employees.
    Updated employees' information and/ or schedule for employees changing status.
    Updates historical patterns in eWFM.
    Reporting
    Maintains accurate employee information in eWFM and other databases.
    Tracks, monitors, and reports trend in project metrics.
    Monitors the absence line, note calls on exception log and enter segments into eWFM.
    Communication
    Works with Operations team to meet both internal and external goals and expectations
    To assess the needs of management in regard to statistics and reports.
    Respect timelines for all reporting needs.
    Respect communication channels.
    Communicate variance proactively and indicate consequences.
    Analysis
    Analyse and optimise the reporting needs of the business.
    Minimize long-term variance through proactive analysis.
    Analyse results ensuring that threshold values and service levels are met.
    Analyse result against forecast.
    Analyse activity of each business areas and between contact centres.
    Process integrity
    Respect reporting Transcom WorldWide guidelines.
    Continuously review procedures and implement improvements.
  • TRANSCOM - TRAFFIC CONTROL

    Vélizy-Villacoublay 2005 - 2012 TRAFFIC CONTROL


    Responsable Production


    Team leader


    Infographiste


    Responsable des études publicitaires

Formations

  • IMSET (Tunis)

    Tunis 2000 - 2002 BTS

    BTS Infographie et Communication

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