Imen Habibi

Experience

• 

  Teleperformance

  Aug 2007 - Jan 2008

  Commercial Sales
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  PITERION Group

  Feb 2008 - Jul 2008

  Software Development Engineer
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  SELLBYTEL Group

  Aug 2008 - Dec 2010

  Helpdesk
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  HP

  Jan 2011 - now

  Management of the Care Center Operations performance. Continuous Improvement plans to reach the agreed targets and eliminate the waste.Deployment of initiatives to improve E2E Customer satisfaction and Operational efficiency and new capabilities Ensure smooth transformation and deployment of operational changes.Ensuring that partners have the right capacity to deliver up to expectations (staffing, competence) at a reasonable cost. Staffing optimization.Ensure that Partners are aligned to HP strategy and comply with HP requirements (Quality, Process Adherence).Interface with Country delivery organizations and drive actions to contribute to improve E2E Customer experience.Recommendations and Implementation of cost reductions initiatives (including commitments in the POR). Show less o Excellence in execution to drive Customer Satisfaction & Loyaltyo Average CSAT & S-NPS Promoter Score On Targeto Ensure enhanced Customer Experience through Case Resolutiono Availability of weekly CAPs with detailed Root Cause Analysis for any metric not On Targeto Process Deployment and Process Control Management to ensure Compliance to P&P and HP Policieso Predictable & improved Quality Management (Process, Operating Model)o Capacity Forecast Accuracy enabling efficient Resources Schedulingo Contribute to the Workforce Transformation within the CC Team, enabling right-sizing of the organization based on Capacity Forecast Planning and Consolidation of activityo Enable people skills development through appropriate actions identified and executedo Technical Competency Tests deployed to ensure effective technical ability o Act on VIA results within the team / Improvement on VoW Employee Engagement Indexo Talent Retention linked to Attrition Managemento Effective Hiring & Bridging Process allowing fast Onboarding of right Profileso Talent Management Assessment completed and discussed within the Management Teamo Backup Structures in place - Succession Plan available Show less • Define process requirements and establish overall process documentation• Document the process, establish process measures and ensure monitoring system• Ensure proper process linkages are established and maintained• Ensure process compliance, as required• Provide process expertise in business decisions• Represent Tunis regarding Contact Center Agent Processes• Translate Process requirements into Tool functionalities and vice versa• Quality management System records• Meet committed targets for Customer Satisfaction (S-NPS)• Identify, address and sponsor structural improvements to enable a sustainable performance• Proactive monitoring & timely corrective action management in order to improve quality of support• Ensure Process & Policy compliance• Ensure well controlled Process & Policy Change Management • Drive standardization & best practices utilizing the existing broader infrastructure/resources• Continuous improvement culture fostered• Proactive Management Change/Risk assessment and communication ensured to stakeholders• Quality Management System Recording Show less

  • Partner Operations & Digital Support Manager

    Oct 2022 - now

  • Partner Operations & Digital Support Manager

    May 2021 - Oct 2022

  • Team Manager

    Jan 2018 - May 2021

  • Process Specialist

    Nov 2014 - Dec 2017

  • Technical Solutions Representative at Hewlett-Packard

    Jan 2011 - Nov 2014