Workforce Management Lead
Abu Dhabi distribution Company
Total years of experience :14 years, 4 Months
responsible for Workforce Planning, phone system administration and real-time monitoring
Creates and implements process improvements to drive efficiency of Service Center workflow
Uses accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
Maintains and provides governance for service center software
Establishes and monitors Service Center KPI's and metrics
Problem solves production and delivery issues timely
Manages changes to scheduling to ensure adequate daily resource coverage
Reviews long-term forecasts to identify and mitigate possible capacity issues and recommend appropriate action
Provides analytical support for special projects
Collaborates with Leadership on identifying opportunities to further optimize our workforce
Performs any other related duties as required or assigned
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Workforce management planning
• Answering customers inquiries and resolving their problems insuring highest standards of customer satisfaction
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