Coordinator / WFM (Workforce Management)
Etisalat
Total years of experience :15 years, 3 Months
- Effective management of work queues, across multiple sites through skilling and volume routing.
- Drive operational activity & performance
- Monitor and manage Intraday/real-time issue resolution and planning
- Identified & escalated issues around shift & schedule adherence
- Reviewed, analyzed, and reported on various elements of planning & performance
- Liaise and interact with operational managers and other core account stakeholders in a collaborative manner, agreeing correct course of action to deliver achievement of SLAs.
- Where required, acted as a support mechanism and link in with offshore teams and peers in order to deliver a collective & comprehensive planning approach.
-Track and manage workload across all relevant channels, in line with intraday plans, striving for optimal performance on each line of business as well as collectively.
- Provided performance updates and commentary to stakeholders throughout the working day and week.
- Completed ad-hoc staffing & scheduling amendments.
- Actioned authorized offline activities, shift changes, break amendments etc.
- Delivered Intraday reforecasts via use of relevant systems such as Aspect eWFM, assessing the impact on performance delivery, highlighting risks and opportunities.
- Maintained service level log / Incident reports to enable understanding of any variances to SLA and forecasted workload.
- Completed on-day & short-term reforecasts for all channels including full schedule optimization.
- Manage settlement of consumer complaints escalated by different Etisalat Channels (email & social media ) to ensure prompt and efficient resolution of customer inquiries/ complaints across the zones in UAE.
- Follow up on progress of complaints settlement with sections involved. Regularly informs customers about status, prefaced steps & solutions and offers discounts if appropriate to regain customer trust and to ensure customer retention.
- Provide professional guidance and support to subordinates in carrying out the assigned functions.
- Cross sell the services to leverage on the disputes and focus on customer satisfaction.
- Evaluated severity and urgency of consumer complaints forwarded by the Customer Care Center and the Business or Service Centers across the zones in UAE.
- Prioritized tasks with respect to severity & urgency of the issue/ criticality/ concern.
- Coordinated with sections involved (Business Centers, Customer Care Center, and Engineering) to ensure the prompt and reliable handling of customer complaints.
- Regularly followed up on status of complaints settlement to minimize time of resolution of the issues/ criticalities/ concerns.
- Informed customers on status of complaints settlement, steps & solutions to demonstrate best-in-class customer care services.
- Being the trusted partner for the customer on the use-case and product functionality
- Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-go-live support
- Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
- Use specialist knowledge to demonstrate and educate customers on relevant functionality and content resulting in increased usage and product adoption
- Interpret and take action on usage information focusing on “at risk” customers to mitigate cancellations and identify value optimization opportunities
- Promote insights relevant to customers’ workflow and act as a voice of the customer internally, feeding back their experiences
- Provide transparency to the customer and ensure to deliver on sales commitments
- Shepherd customers to support channels available as part of the value Etisalat provides
- Develop and execute retention strategies as part of the customer success plan for accounts
- Identify and investigate opportunities to raise for action and share insights to aid the sales process