• Leading 5 customer service teams within a contact center across 2 sites with over 100 agents and team leaders • Planning and executing contact center policies and procedures • Aligning the implementation of new processes with the process improvement team • Overseeing that the intraday activities are set as required • Aligning with the Workforce team to make sure the staffing plans comply with the forecasting • Managing all changes with the training team to make sure they are updated with product knowledge • Providing regular dashboard reports to senior management • Making sure that contact center KPIs are met • Aligning with the onboarding team to make sure the newly hired are up to speed with all the necessary procedures • Conducting meetings with senior management to discuss future expansions vs business expectations

• Managing a team of twenty Help Desk support engineers providing support for global customers through ticketing system and emails (BMC Remedy) • Leading weekly phone calls with stakeholders and discussing ongoing issues and repetitive incidents • Providing RCA for major issues • Coordinate a virtual project team consists of different work streams (steering committee, Commercial, GSMs, technology, operations, MIS & Finance) and also working closely with the acquired account counterpart (Account project manager) and their management team • Document high level and detailed process and data flows including relevant policies, which enable upgrade, the current process. • Apply quality management techniques to problem analysis and solutions in the project teams. • Participate with Technical and Engineering teams to provide feedback on systems designs and developments. • Estimate resource requirements • Coordinate Critical tasks in the projects plan that may cause risk if failed to the management team within Vodafone Group and the acquired account • Work closely with the acquired account to define & implement the scope of work. Then, define the detailed requirement and investigate the feasibility with the different stakeholders. • Planning for the critical milestones and highlight any early risks that might affect the delivery date to the project steering committee & account team. • Provide the acquired account with a back-up plan that ensures delivery on time to gain the account trust in the account management team (reliability) • Manage the pre-launch work-shops between our technology teams and product team to ensure the systems compatibilities and securities restrictions

- Provide first line technical support for VGE customers across the Vodafone footprint globally to VGE products and solutions related issues on 24/7 technical Service Desk basis within agreed SLAs. - Team serves as a SPOC to meet the technical communications needs of MNCs, local OPCOs, Partners, Affiliates, 2nd level providers and vendors. - Log incidents, perform diagnostics and analysis of the issue, resolve or escalate it to the relevant stakeholder, follow up and close case upon resolution. - When an incident is unresolved, the Service Desk is required to co-ordinate parties via teleconference to resolve the issue and communicate its RCA to the concerned parties involving different managerial levels according to the impact and priority of the incident. - The Service Desk is also the focal point for reporting Incidents and outages to MNCs making Service Requests. The Service Desk handles both incidents and service requests including set up of the solutions, as well as providing an interface to users for other Service activities including both Incident Management and Configuration Management along with IT Service Continuity Management according to ITIL Standards

business administration, Economics