Business Analyst
Etisalat
مجموع سنوات الخبرة :23 years, 9 أشهر
• Developing objectives for the call center’s day-to-day activities .
• Conducting effective resource planning to maximize the productivity of resources .
• Collecting and analyzing call-center statistics Data .
• Determines performance objectives/metrics and defines tools to measure progress and ensure consistent achievement of business objectives .
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
• Compiles and monitors daily/weekly/monthly operational statistics and reports. Analyzes trends, variances and problem situations to improve performance .
• Provides accurate reporting on results, statistics, actual result to goal, and forecasting projections .
• Communicate performance achievements and root cause analysis to senior managements.
• Monitors real time activities related to staffing.
• Assists subordinates in reviewing operational efficiency indicators. Supports Training Coordinator in planning, scheduling and organizing the in-house training programs.
• Managing call routing and flow on real time .
• Understand real-time service impacts, make recommendations and take corrective action to maintain performance and customer service levels .
• Highlights and reviews with superiors the significant workforce availability, deployment and utilization matters; follows up in order to resolve the issues/concerns.
• Conducts real-time analysis of all metrics for multiple Business Units - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, Staffing requirements .
• Identifies course of action and makes recommendations relating to staffing deviations (Extended Hours/OT/ Release, Schedule Adjustments, Skill Switches / Leveraging ) as per process to manage staffing levels to meet KPIs and objectives accordingly.
• COPC & ISO preparation .
• Directed client support as a second line of communication, and functioned as director for technical and provisioning complaints both directly and indirectly associated with hardware and service.
• Fielded client issues / complaints as related to Internet (ADSL & GPON), E-vision, Mobile, Blackberry, iPhone, and DEL services.
• Managed complaint lifecycle through engineering, regions points of escalation, and service order management departments, tracked progress, and saw through to solutions for Technical, Provisioning and Billing complaints.
• Maintain accurate data capture, provide reasonable feedback and suggestions for change.
• Report customer feedback towards continual products and services improvement .
• Continually meeting or exceeding sales quotas.
• Supervising and guiding the sales team as well as providing incentives to motivate staff to achieve sales targets.
• Arranging staff schedule and rotation .
• Monitoring the performance of the sales team.
• Properly trained and supervised new employees on sales techniques, cash handling, and store procedures.
• Ensuring that the store is organized all the time.
• Building and maintaining good working relationships with customers.
• Identifying opportunities and strategies to increase sales.
• Regularly attending sales meetings and training sessions.
• Ensuring that the store is adequately stocked with company products.
• Performing all duties of the Sales Manager in cases of absence or emergency.
• Analyzed transactions to continuously find methods to simplify procedures, improve processes, and maximize resources .
• Provide administrative and clerical support to departments or individuals.
• Schedule meetings and arrange conference rooms.
• Alert manager about cancelations or new meetings.
• Manage travel and schedule.
• Handle information requests.
• Prepare correspondence and stuff mail into envelopes.
• Arrange for outgoing mail and packages to be picked up.
• Prepare statistical reports.
• Manage spreadsheets.
• Greet and receive visitor.
• Prepare confidential and sensitive documents.
• Coordinates office management activities.
• Determine matters of top priority and handle accordingly.
• Prepare agenda for meetings.
• Takes and transcribes dictation.
• Helps prepare office budget.
• Plans events and volunteer activities.
• Maintain office procedures.
• Coordinate travel arrangements; prepares itineraries; prepares, compiles and maintains travel vouchers and records.
• Operate office equipment, such as photocopy machine and scanner.
• Coordinate committees and task forces.
• Relay directives, instructions and assignment to executives.
• Receive and relay telephone messages.
• Direct the general public to the appropriate staff member.
• Maintain hard copy and electronic filing system.
Operation management