بنيامين Jamjogli

• Lead end-to-end WFM and RTA operations across multiple global
projects, supporting large-scale contact centre programmes.
• Act as the primary escalation point for clients and internal
leadership, ensuring service continuity during peak demand periods.
• Optimised staffing models and resource allocation, supporting
seasonal high-volume events such as the NFL season.
• Strengthened client relationships through proactive communication,
and performance transparency.

• Developed the annual volume forecast covering voice and digital
channels, enabling long-term capacity planning and budget
alignment.
• Revamped executive dashboards to improve KPI visibility for senior
leadership, and C-level stakeholders.
• Led RTA teams to consistently exceed inbound service level targets,
achieving the best performance in over five years.
• Introduced proactive real-time management practices, reducing
reactive escalations and SLA risks.

• Managed WFM delivery across multiple programmes, ensuring SLA
adherence and cost-efficient staffing.
• Partnered with operations leaders to improve forecast accuracy and
interval performance.
• Successfully supported high-demand seasonal operations, including
the NFL season.
• Led cross-functional performance reviews covering WFM, Quality,
Training, and Hiring.
• Delivered corrective action plans for underperforming KPIs,
improving month-on-month results.
• Provided strategic operational support to global leadership.

• Conduct daily review with all department managers towards the start ofthe day.
• Review previous day/monthly client and internal KPIs and Revenue performances. Spend time on not-met KPIs understanding the reasons for impact and discuss correction action plans with timelines.
• Conduct weekly review for each location/day. Getting into the depth of each departments i.e. Hiring, Training, WFM, Quality and Operations. Identify the focus areas and discuss action plans with timelines.
• Work closely with all Operations Managers and support them with any kind of interventions or escalations. Check and help with any incentive programs to drive the numbers.
• Work closely with the HCLS Global head and assist with any kind of adhoc support required.

• Managed compliance, audit readiness, and onboarding governance
across multi-site operations in WT and DOP.
• Been part of multiple internal and external Audits, ensuring
compliant closure.