Head of workforce Management
Rain Financial
Total years of experience :8 years, 11 Months
- Manage the workforce department across all Rain sites.
- Design and run the Customer Experience department reporting globally.
- Create annual capacity plan for all channels.
- Ensure the accuracy of the reports generated by the Workforce department.
- Review the staffing plans for all channels to maintain a cost efficient utilization.
- Revisit the scheduling plans on regular basis to consistently achieve the agreed service level.
- Share headcount numbers on monthly basis for recruitment request if needed.
- Propose hiring indent on regular basis as a result of the capacity exercise.
- Engage in the hiring interviews as part of the board of assessors.
Achievements:
- Established the Workforce department in Rain GCC and Turkey.
- Onboarded 2 Workforce optimization tools (Calabrio & tymeshift).
- Designed and Implemented an omni channel platform to integrate the three support channels chat, email & phone.
- Built the global reporting system and dashboard for the Customer Experience department.
- Manage the Real Time Analysts. Span of Control (101 Real Time Analysts) member for Emirates NBD & Emirates Islamic & liv bank.
- Participate in creating the annual capacity plans for all channels.
- Audit the existing schedules on regular basis.
- Complete root-cause analysis to determine and quantify reasons for forecast variance and -recommend changes to enhance forecast
accuracy and effectiveness.
- Ensures that all reports designed by the Workforce department are accurate and reliable.
Achievements:
- Developed out of the box solutions for the staffing challenges (split shift module).
- Built TRP (Tactical Response Plan) for the Real Time Analysis team.
- Designed and ran the KPI & performance dashboard for the staff across Emirates NBD, Emirates Islamic & Liv.
1- Coordinate appropriate staffing allocation and availability of the call center staff to achieve Service Level objectives.
2- Run and analyze reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
3- Complete root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
4- Ensure that all reports originating from the department are accurate and reliable.
5- Help with the integration and implementation of new call center technologies.
1- Managing a team of 8 members
2- Measure KPIs like Csat, AHT & Quality.
3- Motivates and supports agents through feedback 4- nd communication.
5- Keep track of agent's adherence and attendance, 6-6- working along with the WFM team to highlight the absent agents.
7- Assist in hiring and onboarding new agents.
8- Prepare monthly and annual performance reports
Accountant.