Workforce Team Leader
E-Finance
مجموع سنوات الخبرة :12 years, 4 أشهر
• Comprehensive oversight and direction of all Workforce Management activities
• Ensure alignment of client goals and deliverables with all business units to support revenue growth, maximize production through effective workforce planning
• Coordinate alignment with Production Leaders, Human Resources, Training and IT personnel and clients
• Conduct regular review meetings with internal operations and client teams
• Diagnose and identify areas of opportunity for greater efficiency and revenue growth Provide operational and analytical support to Senior Leadership in evaluation of business strategies, budgets and what-if scenarios
• Establish and implement policy, process, measurement and call center operations technical solutions
• Successfully meet KPIs and other metrics for multiple client programs
• Create workload forecasts, staffing plans and budgetary projections
• Guide, train, lead and manage team through use of multiple WFM scheduling tools Lead, develop and implement agent schedules and intraday management strategies Produce operational reporting required to drive success of client projects
• Coach, motivate and develop subordinate team to exceed objectives
• Ensure company policies and procedures are administered and upheld
• Execute innovative solutions to problems and processes to ensure client success
Answer phones and respond to customer requests
Provide customers with product and service information
Identify, research, and resolve customer issues using the computer system
Follow-up on customer inquires not immediately resolved.
Complete call logs and reports.
Research billing issues
Research misapplied payments
Recognize, document and alert the supervisor of trends in customer calls
Recommend process improvements
Other duties as assigned
Provide all kind of service (Road assistance / Sales / after sales / Appointments / Handling Complain.
Receive customer / client sales orders, (by telephone, fax and mail) and process such orders on the Oracle System and CRM.
Taking and inputting (data entry) correct client/ customer details, (names and addresses) into the Oracle system and CRM.