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Mehdi Ben Gherissi

@mehdibengherissi

BPO Operations Leader at Teleperformance Athens, running Lenovo support across six European markets and building Python and SQL reporting tools.

Greece

Message

At Teleperformance Athens, I run Lenovo technical support operations across six European markets, with 90 agents and seven supervisors working across phone, chat, email and eTicket. I work with WFM on capacity and service levels, and present results and corrective action plans in weekly, monthly and quarterly business reviews.

I also analyse OSAT and Ease of Doing Business survey feedback, and drive an ongoing DMAIC project to improve EoDB. I built a reusable reporting toolkit with Python, SQL and Power BI exports, and facilitate call calibration sessions.

Earlier, at CallAgency and TunisDataService (TESSI), I worked on production, quality and training operations. At WillDODev, I managed a team delivering web projects to client sign-off.

Experience

Work history, roles, and key accomplishments

Current

Business Analyst / Quality Analyst

Current

Teleperformance

Aug 2017 - Present (9 years 3 months)

Analyse customer survey results and verbatims to identify dissatisfaction drivers and create action plans. Drive DMAIC project for EoDB improvement and built reusable reporting toolkit using Python, SQL and Power BI.

Data Analysis Python SQL Power BI DMAIC Customer Experience Root Cause Analysis Quality Assurance

Current

Assistant Operations Manager

Current

Teleperformance

Aug 2017 - Present (9 years 3 months)

Run daily site operations for Lenovo technical support across six European markets, owning SLA, Accessibility Rate, OSAT and EoDB results. Lead business reviews, maintain audit readiness with 98% ISO pass rate, and manage performance through supervisor team.

Operations Management SLA Management Workforce Management ISO 9001 Customer Experience Performance Management Escalation Management Business Reviews

Web Project Manager

WillDODev

Dec 2016 - Jun 2017 (6 months)

Managed a team of developers, designers and editors to deliver web projects to client sign-off. Acted as single point of contact between vendors, service providers and internal teams.

Project Management Web Development Team Management Client Communication

Production Manager

CallAgency

Sep 2015 - May 2016 (8 months)

Ran production against client's service and certification agreement, implementing corrective actions from operational reviews. Built client-facing dashboards and improvement proposals in direct collaboration with the client.

Production Management Customer Relationship Management Dashboarding Corrective Actions

Floor Manager

TunisDataService (TESSI)

Apr 2014 - Jun 2015 (1 year 2 months)

Helped the site achieve ISO 9001 certification by implementing production and documentation standards. Reduced recurring system failures through root-cause analysis and corrective production plans.

ISO 9001 Root Cause Analysis Production Management Dashboarding

Team Leader

ArmatisLC (Bouygues Telecom)

Jan 2012 - Jan 2014 (2 years)

Set up KPI tracking for the floor and ran calibration sessions with the client's account manager.

KPI Tracking Calibration Client Management

Team Leader

Teleperformance

Jan 2008 - Dec 2011 (3 years 11 months)

Coached advisors to NPS targets in a high-volume inbound and outbound environment.

Coaching NPS Inbound Calls Outbound Calls

Quality & Training Manager

CallAgency

Set up the site's first structured quality approach and met contractual quality targets. Organised the training function and supported supervisors with quality action plans.

Quality Management Training Quality Assurance Action Planning