Workforce, Learning & Development Manager
Gulf bank
Total years of experience :19 years, 9 Months
Manage workforce, learning and development teams, ensure efficient utilization of
resources in place with proper distribution of available task forces to achieve service
level targets.
Manage over 120+ staff workforce planning within the department different channels
including inbound calls, Social Media and instant teller machine.
Established workforce analytics and Planning team resulted in achieving departments
service level throughout 2019
Created and developed coaching and development program, which improved quality
assurance from 82% to 89%
Introduced schedule adherence metric that resulted in huge payroll savings in the first
year by increasing schedule adherence from 81% to 90%
Administered WFM application, overseeing technical operation, upgrades and
managing the vendor relationship
• Manage call center projects and coordinate with internal departments and external vendors.
• Manage the information, analyze the results, and make recommendations consistent with the organizations goals.
• Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that long-term solutions provided.
• Forecast yearly, monthly, daily, per interval calls.
• Study monthly forecasted graphs and patterns.
• Prepare Monthly schedule and monitor it through Avaya CMS application.
• Set up Yearly resource planning, including number of staff needed to meet forecasted number of calls.
• Plan and develop staff recruitment liaising with HR.
• Set yearly and monthly sales targets in accordance with the organization goals.
• Forecast yearly revenue expected through sales.
• Manage and organize all annual leaves and sick leaves.
• Implement incentive programs for staff to increase motivation and improve results.
• Support Telemarketing resource allocation planning.
• Support Quality assurance team.
1. higher priority calls.
2. Implement and support team managers tasks.
3. support different departments.
• Prepare weekly Schedule for 113 staff.
• Forecast Monthly calls and implement the schedule accordingly
• Organize and approve Leave requests and sickness
• Prepare weekly and monthly management reports
• Prepare and maintain incentive sheets
• Develop systems for scheduling, shift allowance, leave requests (in Excel), and management reports in Access
Telebanking
Account Manager
Completed an assignment in e-banking Services
Marketing division
Managerial Finance, Financial Institutions and markets, banking operations, monetary theory