Bezzazi MED SAHBI

En résumé

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

Réseau

• Alexandre STRZELEWICZ

• Antoine ROLAND

• Aurore LUCAS VIDAL

• Bruno DESSAILLY

• Bruno MOLIA

• David MARINO

• Farid NOUI

• Rihab TRIMECH

• Stéphanie BARTHELON NAMMOUR

• Thomas ALVAREZ