Olivier Kacou

General Manager @TP

CA

Plans, manages, and controls the day-to day operations activities that provides operational support for a business unit or group. Responsible for the management, coaching and development of Call Centre Managers on the program and a true ability and passion to manage people everyday.Assume accountability for the delivery of value-adding operations management services in support of call center managers for a particular line of business.Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.Manage compliance and reporting for specific lines of business within the call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.Interfaces with the client to develop and execute strategies and plans to meet the client\'s business objectives.Develops strong business relationships with high profile, high revenue clients to ensure a strong, long-standing relationship.Establishes clearly defined department and individual goals and objectives and communicates these to associates through department meetings and performance planning.

Institut de formation professionnel

Associate's Degree, Business Administration and Management, General

Cours Lamartine

baccalaureat (DEC) Science économique et social