Jamal Bouatmani

Experiences

Setting up of Morocco business unit
Daily & weekly operations management
Profitability & billing management
Ensure production & quality reports delivery & accuracy, business & executive reviews
Standardize processes, sharing best practices, implement efficient operations standards
Ensure the ethical values are respected

Managing a remote operational team of 25 heads in order to reach the business targets in terms of productivity and quality. Single Point of contact between operations and the Client. Responsible of Profitability & billing management.

Managing an operational team with an average of 60 heads in order to reach the business targets in terms of productivity, quality and velocity of the orders processed. Single Point of contact between operations and the client. Driving the skills improvement of the team and engaging them around the same objectives. End to End management of the transition and implementation of tech support, customer service and telemarketing projects. Helping the company gain and maintain its Lean certification status.
Business Operation management
Define a smart Objectives according to the forecast and Stakeholders needs.
People management
Drive For results (Hit the Target set by The High management).
Business Acumen ( To have visibility on the new transitions locally for new projects Implementation )
Set up a new projects (15 Project launched)
Lean Management implementation for operations
Achieve the staffing and capacity plan in partnership with HR and Workflow; consistently achieve headcount volume forecast without over staffing
Anticipate the future needs of the team (such as skills and experience) to create/update job descriptions and guide hiring decisions
Effectively manage operations and budget; manage the forecast of capacity planning activities

Learn more

Developing business plans that were based on the efficiency of the Six Sigma methods. Cost management of non-compliance.
Decrease % of on sales incident to 4%
Decrease % of on sales cancel to 5%

Learn more

Responsible for the quality review of inbound and outbound telephone and email inquires of technical support Associate to ensure accurate information is provided professionally, courteously and consistently. Coaches and motivates the contact center staff to meet targeted career goals.
Responsible for team motivation
Responsible for Voice of customer and Customer satisfaction goals
Responsible for accompanying technical support associates to achieve career goals (Coaching for Individual Development Plan)

Learn more

Provided troubleshooting, support, and maintenance to french speaking customers for hardware and software issues of DELLs Laptops, Desktops, Peripherals and Gamer.
Provided over the phone hardware and software support to remote employees
Documented technological issues and resolutions in the knowledge base
Presented new issues and resolutions to teams
Provided analytical reports about the test to team manager using advanced Excel features
Established customer relationships by resolving the issues and following up by doing call backs

Learn more

Education

Skills

Business Unit Manager / Contacts Center Expert