o Follow up the implementation of the strategy at the department level.
o Advice the direction about actions related to the implementation of the strategy.
o Coordinate actions between all the departments
o Detailed Planning control of all the services.
o Establish actions plans.
o Implementation of the project management tools
o Implementation of methods and tools in order to improve the abilities
o Audit and control of department process.
o Responsible of the ISO and ISO Certification for the customer service department
o Prepare daily, weekly and monthly reports on due date.
o Prepare detailed presentation for the top management
o Evaluation of the KPIs of the customer service and data analysis.
o Prepare forecasts and plans related to volumes number of calls.
o Set up of a specific model for the employee performance analysis monthly, quarterly and annually.
o Control and Analysis of the employee’s performance.
o Employee motivation actions through specific means.