WFM Manager
Teleperformance
مجموع سنوات الخبرة :19 years, 0 أشهر
Global management of the WFM site-dedicated teams : Recruitment and selection, Development, people
management and Support.
▪ Scheduling, Forecasting, and Staffing process to define the needed number of resources and optimized
model for P&L and Human resources strategy
▪ Handling the multicultural environment of the WFM sharing services : the Scheduling and forecasting
process for other Teleperformance geographies ( Netherlands, France, Madagascar, Togo, Morocco)
✓ Best in class in WFM EMEA
✓ Trailblazer in WFM process
✓ Third position for innovative WFM Challenge
▪ Strategic point of contact for Account Managers, Finance Control Manager, and Site Directors: Sizing
reconciliation, Strategic orientations, Staffing, scheduling and Mission Control
Scheduling, Forecasting, and Staffing process to define the needed number of resources and optimized
model for P&L and Human resources strategy
➔ Managing volumesfor a multichannel clients in different fields ( Telco, Energy, Retail, Water company…)
➔ Providing services through best WFM process
➔ Defining needs for resources ( in site or remote location ), licenses and workstation
➔ Generate a forecast projection using mathematics methodologies
➔ Direct interaction with other department : Ops, IT, HR, Recruitment, Facilities, Finance…
➔ Optimizing the Scheduling model and improving the global P&L
➔ Develop an analysis model to predict a full-year staffing plan (on weekly and monthly bases)
➔ Providing reports an analysis with multi-granularity ( per week, day and intervals )
In charge of the real time management of 7 sites (3000 employees)
Telco, Banking, Computing, Energy, Retail, Inbound & Outbound, Multichannels
▪ Leading and developing teams of real-time analysts, aiming to maximize Inbound and Outbound Service
levels within the PCB operations contact center.
▪ Provide analysis to the business in terms of drivers
▪ Provide short term forecasted views of SLA performance
▪ Support to the operation aiming for maximum cost efficiency and service level attainment across multiple
contact channels.
▪ making recommendations to key stakeholders in terms of allocation of resource based on forecast
performance, to ensure attainment of SLA's and KPI’s objectives
Program Manager \[June 2008 to June 2010\]: 200 Employees for Telco Operator
▪ Business Unit Manager \[March 2006 to June 2008\]: 100 Employees for Telco Operator
▪ Supervisor \[March 2004 to March 2006\]: 20 Employees for Telco Operator
▪ Customer Advisor \[July 2002 to March 2004\]: Telco Operator