Work Force Management
Tanfeeth
Total years of experience :9 years, 8 Months
Demand forecasting, scheduling, and analysis of service delivery. Compile and maintain Support Agent attributes as it pertains Forecasting and Planning. operational leadership on the day to day staffing activities
- Develop database to improve monitoring and data management.
- develop indicators and monitoring tools to improve work productivity and service level.
- Create and review monthly service reports.
- Provide Scheduler with Real Time Data and information to help in prepare future plans.
- Check availability for staff requests (Hourly leaves, Breaks, Meetings).
- Data collection, tracking, and reporting to monitor activity outputs and service quality.
- Input data and participate in report production including editing, formatting, layout, and design as per provided templates.
- Prepare alternative plans if any unplanned changes are expected.
- Accomplishes necessary operational activities and ensures sufficient coverage of foretasted resource requirements.
- Respond to changes in customer demand and agent availability in order to meet service level objective consistently.
- Carry out other duties as assigned by Superior.
-Resolve customer complaints via phone, email, mail, or social media.
-Identifying and assessing customers’ needs to achieve satisfaction.
-Manage large amounts of incoming calls and Emails.
-Follow communication procedures, guidelines and policies.
-Provide accurate, valid and complete information by using the right methods/tools
-Provides customer additional information or explains services
-Accurately captures customer information
Graduated in Law and working on receiving the bar attorney certification