Work Force Analyst
DU EITC
مجموع سنوات الخبرة :17 years, 9 أشهر
• Plan, implement and develop the WFM department for 1200+ agents Contact Center.
• Implement the business process and action plans for scheduling, adherence and real time management.
• Ensure staffing efficiency, maintain operational objectives, developed scheduling policy and procedures
• Entirely responsible for all the aspects of scheduling, FTE staffing, Real Time Management, Adherence, rules, shifts creation, work patterns, forecasts and amend the rules as needed.
• Analyses call trend, call volume, forecasts, AHT and implement the action plan to handle the unexpected calls spikes and marketing campaigns.
• Determine agents requirement and staffing levels and working closely with call center manager & HR to develop utilization plan for different departments.
• Workforce planning including short term & long term forecasting and shrinkage.
• Train Team Leaders and Supervisor on using WFM Tools and RTA.
• Implement and develop Real Time Management department and train Team Leader, supervisors and RTM admins to perform the daily adherence monitoring.
• Implement and develop shifts swapping, scorecard and time off management tools.
• Responsible for the daily schedules maintenance and operation supports.
• Responsible for all process and the implementation of new WFM & QM system.
• Create the new WFM system’s requirements to meet business units expectations.
• Develop and implement the Universal Routing and Intraday Management process to route the call volume traffic to 5 outsource partners and in-house Intraday Management.
• Effectively allocate the resources to projected demand Vs. Target 100%.
• Maintain optimized shift patron ،V Target: Optimization to business trend 90% Fairness roles 95%.
• Planed Service Level within the budget KPI Vs. Target: 80% of the intervals = to Budget GOS.
• Maintain daily log per individual/Line of Business for adherence - Target: 100%. Report to Business owners The Most Efficient Team Members on monthly basis & Abusers on daily/monthly basis Vs Target: 100% adherence to planed delivery date
• Maintain Adherence Action Log،¨ to track Business actions per individual V Target: 100% weekly up-to-date \[Midday Monday\]
• Working as a Call Controller with the Contact center of EITC DU:
• Handling real time contact Centre performances for 3 different sites (Dubai, Egypt and India CC), while routing call volumes on a regular basis based on the site capability and current circumstances.
• Monitoring the Call Flow trends received by the different sites.
• Managing the Workforce to meet the Forecasted number of calls to achieve the expected service levels.
• Defining the Average Handle Time for the Contact centre on a regular basis based on the current scenarios.
• Monitoring the Service Level trends on all the Queue's, by managing agent skill sets accordingly, to achieve the required service levels on the segments based on their priority level.
• Monitoring and Managing the Schedule Adherence of the Contact center agents to achieve the required Service levels.
• Generating Contact center service level reports (per skill and languages) based on the management requirement as scheduled and when required.
• Contributing to the overall success of the department by performing all other duties and responsibilities as and when assigned thus exceeding expectations.
• Working as Quality Analyst for Du contact Center. Created Quality Monitoring sheet on which Quality is measured for the Agents. Defined the Parameters of Quality Monitoring sheet.
• Evaluating the calls of Customer Care Agents every week. Giving the feedback to the Agents to Improve the Quality of contact center. Making the Reports on daily, weekly and monthly basis and send it to the operation management.
• Training the Newly Joined agents about the Quality Parameters. On what Basis Quality is measured.
Worked as team leader in Mobily Telecommunication Company in Saudi Arabia provider of GSM Service. Working on Siebels System providing all services, including Billing, Activation & Deactivation of Value added services, configuration settings for MMS, GPRS etc (contract between Etisalat & Mobily).