Abdel rahman Anqez

Work Force Management Senior Officer at Extensya

• Jordan - Irbid
• My current job since May 2016

· Forecasting & Manpower Management: End to End manpower planning basis forecasted call volumes. Analysis of call volumes basis historical data to determine accurate trends. Contingency planning to determine occasions that can lead to incremental/decremental call volumes
· Resource Utilization: Ensuring that maximum output/utilization is delivered by specialists highlighting leakages.
· MIS: Performance management through publishing daily/weekly/monthly dashboards to the Senior Management
· Billing Validation & Issuing : Validating all billing files on both ( PCM & FTE ) billing module on monthly basis and adding any downtime to the files insuring most accurate results .
· Managing Teams : Responsible of managing a 5 RTM officers and providing all the required training and support which were needed to achieve the maximum output .
· KPI’s : Ensuring the required and agreed contractual targets are met without any failure, planning a head & conducting all required meeting’s frequently in order to improve service .