Saad LAHSINI

 Manage, coaching, training and leading a WFM Team (11 RTA, 2 Schedulers)  Main POC/Auditor for Best WFM (Internal process)  WFM POC for EBAY, Microsoft, Coliposte, Glovo & MediaMarkt  Develop tools and report in Excel/Access/VB.NET/Python

 Country Level Manager in charge of improving financial margin, deploying, assessing and auditing company processes  Responsible for training and up skilling WFM Teams  Created and deployed WFM Process  Developed tools and reporting for operational teams based on different requirements using Excel/Access/VB.NET

• Managing, Coaching, training and leading a WFM Team (7 RTA, 2 Schedulers, 1 Reporting) • Main POC/Auditor for Best WFM (Internal process) • WFM POC for EBAY & Microsoft • Developing tools & reportings in Excel/Access/VB.NET

• Creating, updating & managing Reportings, dashboards & analysis • Using the Data warehouse resources to deliver useful reports • Best WFM (Internal Process) auditing and following • Excel, Access, VBA & VB.Net Expert • Telephony tools expert (Avaya, Vocalcom Hermes, Odigo-Prosodie, Genesys...etc)

• Managing, Coaching, training and leading TMs based on TOPS process (Internal process) • Following up on TOPS with the rest of the TLs • Managing the TMs breaks, holidays & vacation based on Scheduling recommendations • Managing the calls flow on real time for the Account