Workforce and MIS Manager
fetchr
Total des années d'expérience :13 years, 0 Mois
Manage WFM and MIS personnel.
Administration of setup and utilization of Community WFM software and ACD reporting.
Administration of setup new dashboards and performance reports.
Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting.
Work with Human Resources, Recruiting, and Training to coordinate the hiring and training
of new employee resources.
Work with training and operations to coordinate multi-skill training for existing agents.
Manage outsourcing companies’ performance.
Manage overall call center budget plan.
Measure and analyze projects performance and compare actual versus planned.
Focus on end user satisfaction by achieving service level and projects KPI.
Develop, create and maintain reporting databases and forecast models.
Reviewing WFM team accuracy and on time.
Responsible for Projects invoices (Preparing, Creating, Reviewing, Communicate with
clients).
Reviewing projects KPI's from financial perspective and measure the impact on invoices.
-Track and analyze historical call volumes and arrival patterns.
-Track and analyze agent performance metrics (schedule compliance, absenteeism, average call handle time, Utilization, Occupancy).
-Identifies call volume trends and averages on a daily, weekly, monthly and seasonal basis.
-Create long term and short term forecasts.
-Reviews forecast to actual workload variance and determines if adjustments to future forecasts are necessary.
-Evaluate and recommend new processes and procedures that drive increase in efficiency and decrease costs.
-Develop, create and maintain reporting databases and forecast models.
-Reviews other team members tasks accuracy and on time adherence.
-Responsible for Projects invoices (Preparing, Creating, Reviewing, Communicate with clients)
-Reviews projects KPI's from financial perspective and measure the impact on invoices.
Create schedules depending on staffing plan, Measure and analyze projects performance and compare actual versus planned, Set appropriate targets for these projects, Focus on end user satisfaction by achieving service level.
Manage floor stability and agents adherence & conformance, achieving targets through observing real time reports and take appropriate actions
manage intra-day reports, service level and staffing.
Manage floor stability and agents adherence & conformance, achieving targets through observing real time reports and take appropriate actions
manage intra-day reports, service level, Escalations and staffing.