Isam Yousif

Experience

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  Creative Thinking Center for Development

  Feb 2006 - Mar 2007

  Freelance Trainer
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  Zain

  May 2007 - Jun 2020

  •Plan and administer staffing, total compensation, training and career development, employee assistance, employment equity and affirmative action programs•Manage programs and maintain human resources information and related records systems•Hire and oversee training of staff•Co-ordinate employee performance appraisal programs•Research employee benefit and health and safety practices and recommend changes or modifications to existing policies.•Conduct assessment test for Corporate staff to raise the Products &Services knowledge on monthly and quarterly basis and conduct refreshment session base on test results to fill the knowledge performance gap.• Ensure development of appropriate training materials in support of the institutional training effort in co-operation with training providers if and when appropriate.•Select and evaluate training vendors after each training programs, monitor vendor’s performance base on training effectiveness. Show less •Design and gather the training need analysis base on organizational, departmental and individual’s needs to ensures that all staff got the appropriate know how and skills to fill their performance gap.• Planning, design and schedule training programs with end users base on the need analysis.• Evaluate the effectiveness of training using standard evaluation model and analyze results base on the evaluation level.•Executes and deliver the in-house soft skills and functional programs as per the planned schedule, curriculum, and target group.•Design & Creation of training materials (handouts, leaflets,) according to the need and requirements of the different training sections.• Monitor training budget and update clients with budget status.•Participant on the Organization Development (OD’s) initiatives in order to achieve sustainable customer focused, high performance/high commitment environment.•Ensure compliance with all applicable policies & regulatory requirements on Information Security Show less •Set and agree performance objectives for whole team and individuals• Track individual performance of CSR’s through: call quality monitoring, ACD statistics, on-the-job observation and overall productivity etc• Give feedback on performance•To liaise closely with internal customers/colleagues to ensure that Marketing Campaigns are planned to minimize the risk of de-stabilisation to the business.• Undertake formal and informal coaching sessions, and “in the moment”• Ensure that the Call Centre operational plan accurately reflects customer priorities and goals and that these are regularly reviewed and reported through system updates, weekly and monthly reports and 1-2-1 meetings•Ensure a planned set of activities that balances staff workload to achieve the business targets.•Prepare daily/weekly/monthly statistical reports with attention to the detail of the quality, accuracy, timeliness and effectiveness.•To manage and develop staff under his/her directs supervision.• Liaise with IT operations to ensure that the call centre IT applications are maintained in order to deal with planned outage Show less

  • Human Resources Specialist

    Jun 2016 - Jun 2020

  • Training and Organization Development Specialist

    May 2012 - Jun 2016

  • Customer Service Supervisor

    May 2007 - May 2012
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  HRPA - Human Resources Professionals Association

  May 2020 - now

  Volunteer Member