Manar Ghozlan

Team Manager UKI & FR Service CenterFull Time

• Job Details: Maintaining productivity standards, scheduling resources, handling customer escalations and managing special assigned projects.  Responsible for meeting monthly/ weekly SLAs & KPIs  Engaging in identifying and resolving complex problems relating to service, update, operations, perform-ance, or other aspects through analyzing, creating, enforcing and monitoring action plans.  Managing the daily operations of services through real time monitoring  Coaching, supervising and documenting  Creating monthly performance sheets and recommending the yearly evaluation rate for each employee  Communicating with IBM Reputation and brand Team to assure we reflect a positive image for IBM  Communicating with The DPE (Delivery Project Executive) to arrange necessary terms and conditions in Cairo’s DOU ( Document of Understanding)  Communicating with customers to get feedback about their experience and handling their complaints/ concerns  Acting as knowledge resource and point of escalation for team members  Acting as a focal point between The Team in Cairo and the Teams in The UK, Ireland and France.  Tracking IT Telephony issues and system issues and troubleshooting it  Assuring House Rules and Work Place Security Guidelines are applied within my Teams .  Responsible of records retention and ensuring that all necessary documents are saved in accordance with IBM World Wide Records Management Plan for business controls and audit purposes  Phone Screening/interviewing candidates for new/ existing projects  Interviewing internal employees / external candidates