Ilyes Ben Youssef

Experience

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  Earth

  Nov 1979 - now

  Human being

  Connecting with Others: Skilled in building relationships with fellow humans from all walks of life. Whether it's a deep conversation or a quick smile, I’m all about meaningful connections.Lifelong Learner: Curious by nature, I’m constantly absorbing knowledge—from professional skills to random trivia. I believe in growing a little every day, knowing that the journey is just as important as the destination.Making an Impact: Doing my best to make a positive difference, one interaction at a time. Whether it’s lending a helping hand or sharing a laugh, I aim to leave things a little better than I found them.Personal Passions: Embracing creativity, chasing dreams, and finding joy in the little things. Here to learn, live, and hopefully make Earth a bit brighter along the way. Show less

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  Assurances Maghrebia

  Jun 2003 - May 2004

  Insurance advisor

  - Market survey (By phone).- Sell life insurance.- Training insurance agent.

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  Teleperformance

  Jun 2004 - Mar 2005

  UPC/NOOS Technical Customer Service Support

  - Starting UPC / Noos operation in Tunis Site. - Technical / Commercial / Sales Trainer UPC / NOOS. - Technical expert - Team management Back Up.

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  Stream Global Services

  Mar 2005 - Jun 2013

  - Manager of a team of 4 Mentor and trainer,- Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development.- Partner with Human Resources to screen, interview and hire Support Professionals for contract.- Manager of the integration team- People management (Payroll, Planning, focal point, review interviews, coaching ...),- Forecast management (forecast distribution, planning, flow management, forecasts ...), - Reporting (Scorecards, balanced scorecards, analysis ...), - Management of training and quality results (KPI’s) specific to Bell- Meetings animation and presentation of performance - Staff Career management and HR management (Focal point, bonus plan, interfacing with human resources service, disciplinary, compliance schedules ...), - Interfacing with IT services (Helpdesk requests…), financial services and facilities services.- Audit training Show less - Manager of a team of 20 Quality and Trainer Specialist working in 5 team.(Dell, Bell, HP, SFR, Acer)- People management (Payroll, Planning, focal point, review interviews, coaching ...),- Reporting (Scorecards, balanced scorecards, analysis ...), - Create coaching scorecard- Plan calibration between quality and operation - Management of quality results (KPI’s) specific to different each operation,- Meetings animation and presentation of performance (Ex: Dell meetings and Bell canada meeting ...),- Staff Career management and HR management (Focal point, bonus plan, interfacing with human resources service, disciplinary, compliance schedules ...), - Interfacing with IT services (Helpdesk requests…), financial services and facilities services. Show less

  • Change Manager

    Oct 2011 - Jun 2013

  • Quality and Training Team Manager

    Sept 2009 - Oct 2011

  • Quality Coordinator

    Jun 2007 - Nov 2009

  • Club Internet Technical Customer Service Support

    Mar 2005 - May 2007
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  Cimpress

  Jul 2013 - Oct 2017

  • Management of a Global Service Quality team located on different locations (Tunis, Berlin, Manila and Montego Bay).• Promoted to a Senior Manager in March 2017,• I was leading the SQ team in 33 persons across 4 locations,• Cross cultural leadership,• Support the Manila center opening in 2016,• Decision effectiveness coach.• Delivering Decision effectiveness training to the leadership team across Montego Bay, Berlin, Tunis and Manila,• Leadership development coach.• Providing Leadership coaching on demand to the leadership team in Tunis and Berlin. Show less

  • Senior Global Manager Service Quality

    Mar 2017 - Oct 2017

  • Global Manager Service Quality

    Jul 2013 - Feb 2017
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  Pixartprinting - a Cimpress Company

  Oct 2017 - Feb 2021

  • Creating training programs that are aligned with the organization’s objectives and having a strong understanding of what these are.• Acting as the go to within the business for anyone with questions or queries regarding training and development plans.• Working closely with various leaders across the organization and having a full understanding of their units and training requirements.• Embracing different styles of training techniques, including e-learning, tutorial sessions or coaching• Having an awareness of the allocated budget and an ability to find solutions in order to implement the required training • Managing the development of the HR team from a training perspective• Working on the competency gaps and providing insights to the units. Show less • Developing and implementing HR strategies and initiatives aligned with the overall business strategy.• Bridging management and employee relations by addressing demands, grievances or other issues.• Managing the recruitment and selection process for 5 different Business unit [We moved from 17 to 150 in 9 months]• Support current and future business needs through the development, engagement, motivation and preservation of human capital• Develop and monitor overall HR strategies, systems, tactics and procedures across the organization• Managing the Administrative, Payroll and Travel aspects. Show less

  • Learning & Development Manager

    Aug 2019 - Feb 2021

  • HR Manager

    Jun 2018 - Aug 2019

  • Customer Care Training & Quality Manager

    Oct 2017 - May 2018
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  UMANLINK GROUP

  Mar 2021 - Oct 2021

  Quality, Training & Audit Manager

  - Manager of a team of 27 Quality Specialist and Trainer,- People management (Payroll, planning, focal point, review interviews, coaching ...),- Reporting (Scorecards, balanced scorecards, analysis ...),- Management of quality results (KPI’s) specific to different each operation,- Staff Career management and HR management (Focal point, bonus plan, interfacing with human resources service, disciplinary ...),- Interfacing with IT services (Helpdesk requests…), financial services and facilities services.- Process audit Show less

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  Sofrecom Tunisie

  Oct 2021 - now

  Training Manager