Workforce Coordinator - Scheduler and Real Time Analyst
Sitel
Total years of experience :10 years, 5 Months
Coordinated one account with two (LOBs) ISM & BGI - AT&T DIRECTV
Interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and future planning, to meet the enterprise service levels and performance guarantees.
Used independent judgement to matrix manage and shift staff resources dynamically to support enterprise goals and communicate any conditions that threaten success.
Represented and attended daily strategy calls/meetings to provide intraday insights and solutions to all business challenges.
Supervisor, Operations Manager and Agent questions and concerns promptly to improve schedule, service level, and line adherence.
Responded to client e-mails, calls, and chat utilizing standard business solutions and effective decision making.
Functioned in an inbound sales account while accommodating 1000+ products and services based in UK (eBay).
Interact with the customers to handle complaints (not receiving items & returns)
Assisted by opening and escalating cases on behalf of the members
Established and maintained effective client rapport while actively reviewing and appealing cases that has been decided to overturn the decision.
Spearheaded in managing one credit card account - UK based, with six (6) line of business (Inbound and Outbound)
Analyzed the day-to-day scheduling based on requirements to determine workforce needed to meet fluctuating volumes and staffing demands.
Performed daily agent schedule and activity maintenance within WFM scheduling and ACD software tools.
Improved productivity by calling out agents, monitoring call queues, and providing directives for continued business.
Coordinated with operations, clients, and client services to gather all the relevant data related to forecasting and calculation of program requirements (both for the capacity plan and scheduling standpoint).
Maintained a roster of staff with accurate employee details including availability, preferences, and skills.
Created schedules that will meet not just the program requirements but also the needs of those being scheduled.
Published over/under snapshots and created action plans to address any staffing gaps or minimize overages.
Updated the online capacity plan tool, ensuring the seating plan is accurate and adequate to meet operational need
Contacted customers to determine the reason for payment delinquency and negotiate payment commitment.
Handled accounts with speed and accuracy while maintaining professionalism; as well as completed phone calls to meet required performance standards and metrics, as well as strict confidentiality.
Maintained established objectives for delinquency, repossessions, and net losses; stayed well informed of changes in policies and procedures. Evaluated accounts to find a win-win solution to avoid repossession loss.
Responded to customer inquiries via telephone or e-mails within the established time frame. Documented all accounts accurately, clearly, and concisely noting the reason for hardship and potential repossession loss.
Successfully complete an academic degree of Bachelor of Business Administration major in Financial Management and Accounting