operations administrator
Qatar Airways
مجموع سنوات الخبرة :14 years, 10 أشهر
• Ensuring proper and effective utilization of manpower resources to maximize efficiency and achieve KPI’s
• Creating business intelligence to consult the contact centers on current and future impacts, patterns and trends.
• Configuration of Aspect Workforce Management System
• Long range and tactical forecasting volumes, AHT to create call patterns, months out to reforecasting intraday.
• Build schedules and rostering in activities such as leave, meetings, coaching sessions and training that optimise workforce efficiency
• On day of operations, ensuring correct staffing levels are maintained
• Maintain integrity of workforce management system by accurate and timely administration
• Coordinate unplanned activities
• Accurate management of FTE information.
• Provide recruitment and training recommendations
• Report on Key Resourcing Indicators and suggest areas for improvement
• Provide analysis and report on actual results and variances to forecast and plan data
• Workflow Management - Work closely with team managers to ensure the efficient use of workflows thus maximizing service levels.
• Currently Working on Aspect tool 7.5
• Sharing DSR - Daily Sales Report to Management
• Shrinkage Report
• Idle Time utilization
• AHT reports
• APR - Agent Performance Report
• RCA - Root Cause Analysis on Process Productivity
• Generating the FTE requirement as per the Workload for Voice & Non voice process
• Delivering the Service level reports for Non Voice departments
• Overtime requirement as per the incoming volume
• Analysing the priority desk emails for better customer service delivery
• Co coordinating with the Quality department for Up skilling of staffs per the process requirement
• Monitoring the KPIs and reporting it to the respective stake holders
• Performing the ROOT cause analysis if the Service level is not met and prepare the action plan
• Daily /Weekly/Monthly performance dash board
• Optimising cross-skills for voice as well as non-voice tasks, activation of staffing on demand measures by anticipating factors related to market and service
• Delivering an outstanding service to all interfacing departments, representing business needs and helping stakeholders achieve strategic goals aligned to Customer Contact Centre needs
• Worked on improving areas, identified based on assessment of Process Improvement Models; assisting in rethinking & radically designing business processes for dramatic improvements in meeting process needs and other external strategic demands
• Managing identification of opportunities, analysis of data, conduction of tests, cost benefit analysis, implementation & post audits (internal & external)
• Formulating processes to ensure smooth establishment of product commercially & conducting regular audits for process compliance
• Developing production plans & schedules and arranging resources to attain organizational targets as per budgeted parameters
• Devising new process concepts for production optimization & yield improvement and preparing guidelines for the sequencing of manufacturing activities on the shop floor
• Mapping critical processes, conducting shadowing & data analysis and actively participating in workflow to ensure all processes for respective content group were properly documented and adhering to organizational best practices
• Coordinating with Content Team in identifying problems, understanding root causes, quantifying the value/impact of solutions and supporting the requirements engineering process for proposed solutions
• Supporting all aspects of process ownership & continuous process improvement for aligned content group, including new process roll-out and change management implementation
• Collecting and analysing Officers & Directors’ data for U.S. & International Companies
• Gathering compensation related information for Officers & Directors data for U.S. & International Companies