Jihane Benbouhoud

Monitor account KPI performance Monitor agent KPI performance Responsible for the overall success of the account (SLA / KPI performance) Interviewing and hiring new Associates Attendance and performance coaching /corrective actions/ PIP Termination of Associates Responsible for the Client / PMO relationship SLA improvement (Finding new opportunities to keep SLAs trending positively) WFM management (Real time and forecast) Agent development (Career path) Understanding scope of job duties / Escalation to senior management if there is a request not in scope Team work between mangers / accounts / sites Understanding P&L budget forecast for staffing Understanding of SOW and how to manage business based on SOW requirements Oversee KB development and improvement recommendations