Investor Data Operations Manager
Fundingstack
Total years of experience :9 years, 0 Months
Experienced Investor Data Operations Manager with a track record of leading teams and managing data operations for investor relationship management. Skilled in implementing data governance practices, analyzing data quality, and collaborating with cross‑functional teams to ensure effective data utilization. Proven expertise in developing and implementing data‑related policies, procedures, and best practices. Strong in data acquisition, integration, and reporting to support investor relations strategies. Skilled in identifying and resolving data issues, conducting data analysis, and providing insights for decision‑making. Experienced in training and mentoring team members on data management techniques and tools. Stay up‑to‑date with industry trends and advancements in data management technologies.
As the Head of the Workforce, I oversee three integral teams: Reporting, Real‑Time Management (RTM), and Auditing. My role encompasses strategic management and coordination to optimize workforce operations and drive exceptional performance. Heres a breakdown of my responsibilities within each team:
Reporting: I lead the Reporting team, responsible for generating comprehensive and accurate reports on key performance metrics, trends, and insights. I collaborate with stakeholders to identify reporting requirements and ensure timely delivery of reports that support data‑driven decision‑making at various levels. I analyze data to identify areas for improvement, optimize resource allocation, and provide recommendations for enhancing operational efficiency. Real‑Time Management (RTM): I oversee the RTM team, focusing on real‑time monitoring of workload, productivity, and adherence to service level targets. I utilize workforce management tools to make informed decisions on staffing adjustments, including scheduling changes, breaks, and overtime, to meet fluctuating demands and maintain service level goals. I proactively identify potential issues and implement contingency plans to mitigate any disruptions to service delivery. Auditing: I manage the Auditing team, responsible for evaluating processes, performance, and compliance adherence. I establish auditing protocols, ensuring adherence to quality standards and regulatory requirements. I provide actionable feedback and recommendations to drive continuous improvement, ensuring high‑quality outcomes and operational excellence. In summary, As the Head of the Workforce, I oversee the Reporting, RTM, and Auditing teams. By leveraging data insights, optimizing resource allocation, and ensuring compliance, I play a crucial role in driving operational excellence, enhancing performance, and achieving organizational goals.
As Director of Data Management, I was responsible for overseeing the organization, storage, and retrieval of data across the company. This included managing data entry processes, ensuring data accuracy, developing data policies and procedures, and implementing data quality control measures. I also led a team of data analysts and administrators to support our data management initiatives.
During my tenure as Director of Data Management, I successfully implemented a new data management system that improved the accuracy and accessibility of our data. I also developed and implemented new data policies and procedures that ensured the consistent use of data across the company. Additionally, I led training sessions for staff on proper data entry and management practices.
My experience as Director of Data Management has given me a deep understanding of the importance of accurate and reliable data in decision‑making and has equipped me with the skills necessary to manage and maintain large datasets.
• Managing Capacity planning, Scheduling& RTM Teams for market
• Lead the team to deliver KPIs based on Irish market criteria
• Discussing, analyzing& accepting Short& Long term forecasts for All lines of business with market stakeholders
• Review the staff capacity plan on a monthly, quarterly& yearly basis and make sure it is aligned with the agreed budget
• Ensures delivery of key metrics, staffing budgets, training requirements, and performance metrics through optimization of resources, identifying and implementing process improvement, and leveraging technology
• Lead the team in creating different plans & scenarios.
• Provides a Study for any change in the Customer experience strategy
• Monitor daily and intraday call volume, and other critical staffing metrics as measured against the forecast
• Manage and drive the real‑time processes, including strategic discussion on distribution routing and multiskilling agents
• Establish and maintain communication channels regarding events that impact the departments workload
• Communicate with all stakeholders on daily and weekly scheduled meetings.
• Prepare summary reports for executive/business management
Executes plans and ensures effective implementation of schedules. Administers Call Center Agents scheduling. Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns. Reviewing daily attendance with agents schedules and time in/time out reporting in coordination with the Team leader. Create and deliver daily, weekly and monthly reports. Communicate changes to scheduling to ensure suitable daily resource coverage. Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed. Manage non‑productive time request process, ensuring activities are planned without any negative impact Responsible for ensuring that operations are performing according to key call center performance metrics. Hourly Intervals Management Updating the Automated Intervals Sheet Hourly Flags (Detecting patterns of lack of production) Dialer Reports
A dedicated advanced reporting Analyst will be required to handle all new onboarding and EWFM profile creation, changes, shift updates, and headcount changes, within EWFM and Files Vendor Real Time Management Analyst is responsible for maximizing resources to ensure the right numbers of agents are in the right place at the right time through scheduling and real‑time daily intraday management. This position requires the ability to demonstrate a strong understanding of WFM planning, forecasting, managing demand, and capacity concepts in a contact center environment. Work closely with other team members (internally and externally) to effectively coordinate activities of resources based on volumes and staffing across multiple sites. Set skill priorities and adjust as needed. Track, address, and escalate interrupting work (including system issues) while reporting any significant developments and providing reallocation recommendations to CS and Command Center and Site leadership. Upkeep daily journal of the days events to ensure all actions taken are documented Provide stats throughout the daily/intra‑day performance reports to CS leadership and National Command Center Enter EWFM Staff Agent Exceptions real‑time for all daily scheduled agent movement as information is and should be provided by the Operations Team real‑time (heavy workload and VERY critical to hourly/daily/weekly)see less
Daily Responsibilities: This is during full operational hours 7 days a week Create and maintain real‑time, historical, and custom reports and analyze trends in a timely manner to improve the efficiency and effectiveness of the organization. Send out daily interval reports to National Command Center Ensure and facilitate the best use of resources to meet the needs of the organization as defined by Service Level agreements. Assist in the development of new and/or redesigned processes based on both long‑term strategies and tactical priorities. Effectively partner with other support areas to develop and execute plans, strategies, and results. Act in a collaborative capacity to resolve problems/issues quickly and effectively across all LOBs. Monitor contact center performance and make real‑time staffing adjustments to ensure that service goals are met. Maintains constant communication across departments/sites to acquire and communicate details that influence call volume delivery, AHT, or adherence to schedules. Optimize the use of real‑time monitoring tools (RTA) and workforce management techniques to improve resource efficiency and effectiveness. Monitor multi‑site real‑time adherence and communicate with sites when agents are out of adherence. Analyze the current days queue performance, and compare it with the staffing plan and the previous days historical to develop a course of action to ensure service level goals are met. Conduct real‑time resource re‑forecasting, utilizing scheduling software to meet daily/intraday service level targets
Analyze contact volume patterns by campaigns, contact groups, queues, and agents skillsets. Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat, and future additional channels. Utilize workforce management software to forecast contact volume and schedule staff. Communicate necessary real‑time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re‑forecast when necessary. Ensure schedules are generated timely to maximize the effective allocation of resources Collaborate with other departments, team managers, and service delivery managers to identify opportunities for improvement of resource utilization Analyze workload, vacation and absence records, training, meeting, and coaching schedules (shrinkage) for on‑going historical trend analysis and forecasting purposes Lead/participate in workforce management‑related projects. Extensive experience in workforce management with a recent focus on forecasting for complex and dynamic programs in an in‑house or BPO company. Advanced Excel (VBA) and data visualization skills. Excellent written and verbal English communication skills, able to work with various levels in the organization Have a good understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and contact center service levels Examples projects I manage it
• Vodafone - Google Ads ‑B tech -ElectroluxMasary‑TBS‑Cook door‑Elazaby -Fiat‑LC Waikiki And more than another 20 small company
Oversee all aspects of team member training and development related to programs and business needs Available according to US‑based work hours Ensure all company policies and procedures are adhered to at the centers. This includes promoting a healthy work environment with respect for all employees Oversee performance and quality standard reviews to ensure outcomes meet business expectations Provide daily, weekly, and monthly Operations reports on the state of the business performance Troubleshoots and create action plans to quickly and effectively address problems. Identifies process improvement opportunities to drive operational efficiencies. Monitors all key metrics in support of meeting/exceeding initiative objectives Participates in and monitors selection process for SMEs and TLs Supervise subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring
Handle emails and chat in a timely matter Follow communication scripts when handling different topics Identify customers needs, clarify information, research every issue, and provide solutions and/or alternatives Seize opportunities to upsell products when they arise Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets
• Log customer details on the CRM.
• Provide customers with accurate information and the right solutions.