Workforce and Reporting Manager
Teleperformance
مجموع سنوات الخبرة :24 years, 0 أشهر
Managing :
Workforce Planning Team.
Real time management.
Reporting Team.
Heading and leading contact center workforce and resource planning team “Workforce Management & Real-time management” with its core function and objective by developing team’s skills and knowledge to ensure:
Cost minimization by following “cost effective” models through effective resource management across contact center.
Performance metrics are aligned with Xceed’s strategic objectives, and measured to fulfill them.
Work with Senior Management team on initiatives to support new business growth and overall operations with all necessary information, planning models and scenarios to facilitate the decision making process and recommending the best-fit one.
Client and customer satisfaction.
Analyzing performance gabs that affecting the cost negatively by applying corrective action plans.
Assist and support the strategic planning for customer operations through information and strength and weakness analysis.
Timely flagging of potential problems or crisis within appropriate actionable timeframe ensure the exception reports and analysis is submitted in case of needing management action.
Deliver need models to support the decision making process.
Deliver what -if scenarios and simulations in case that need such sensitivity models.
Assist in providing all necessary data for work force management to the related department.
Create the sizing and headcount models for the implementation of new accounts.
Assist and follow up on the planning team to make sure that the requested analysis and reports are done with a high quality and on time.
Support management with all necessary information, planning models and scenarios to facilitate the decision making process
Analysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions.
Forecasts call volume, service level, and required staffing each week to meet all service level metrics (i.e., shifts, training, vacation, meetings, overtime, etc.) for all teams to ensure that productivity objectives are met in a timely and efficient manner.
Ensure accurate planning and adequate staffing for operational accounts/projects regarding all resource issues and maintaining the accuracy of schedules forecasting
Workforce planning and scheduling for all operational accounts/projects, from long term plans to the minutest intraday level.
Delivery of flexible schedules to the contact centre to provide an optimum resource fit and forecast demand.
Issuing the transportation schedule for different shifts
Ensuring all processes are measured to a minimal 99% accuracy
Align with all business owners that all business activities are benchmarked, and accurately measurable.
Timely responsiveness of ad-hoc reporting requests within agreed to internal SLA`s
Creation for account/project sizing for prospective accounts/projects, in regards to headcount, seating or any other cost overheads
Timely flagging of potential problems or crisis within appropriate actionable timeframe
Development of the workforce planning management tool. (IEX Tool)
Maximizes utilization to maximize revenue.
Responsible for the Planning of Microsoft, Telecom Egypt, Codiam and Multi Purpose accounts.
Tracking KPI's (Key Performance Indicators) for different accounts / projects on daily basis.
Assist and support the strategic planning for customer operations through information and strength and weakness analysis.
Timely flagging of potential problems or crisis within appropriate actionable timeframe ensure the exception reports and analysis is submitted in case of needing management action.
Deliver need models to support the decision making process.
Deliver what -if scenarios and simulations in case that need such sensitivity models.
Assist in providing all necessary data for work force management to the related department.
Create the sizing and headcount models for the implementation of new accounts.
Assist and follow up on the planning team to make sure that the requested analysis and reports are done with a high quality and on time.
Handling customers inquires on the telephone providing the right & full information according to the call center guidelines.
Provide a high level of customer service that would exceed customer expectations
Helping customers decide what type of product or services would best suit their needs.
Adhere to Customer Operations Department policies and procedures.
Provide customers with right recommendations and actions.
Perform standardized and tasks efficiently and effectively.
Provide TE customers with all required information related to the company products and services
Verify the accurateness of daily back office reports& make sure that it is sending on time.
Contact with the client (Telecom Egypt) when need it to resolve the problems or any issue related with customers or the call center.
Perform callbacks when needed to the customers to resolve customer complaints, escalate unsolved problem to the appropriate person.
Prepare all operational reports (daily report, orders report, week report…).
Handling & resolving the prepaid card complaints for the customers.
Doing a weekly statistical report
Handle and retain all cases received through Email referral from another department or employee
Handle and retain all the customers’ complaints within the SLA
Own and manage the customer relationship through managing the customer complaint and retain them in an efficient and timely manner.
Handling Back Office E-mail by receiving e-mails from other departments to handle hard complaints (hard calls) and solving it by contact with the client (Telecom Egypt)
Ensure service level agreements of all the complaints and retention cases are met and maintained
Create a smooth communication channel with different departments to resolve customer problems and requests when needed.
Certified as a trainer to giving teams and new hires the soft skills and technical courses
Accountant in Principle Bank for Development & Agricultural Credit in Auditing Department to audit the employee's salaries and all payments of the bank.
Preparing unadjusted -trial balance
Preparing work sheets
Journalizing & Posting
Recording in general ledger
Preparing financial statements
Journalize and post adjusting entries
Journalize and closing adjusting entries
Prepare post -closing trial balance
Customer Service Rep. & salesman indoor
Handling customers inquires providing the right & full information according to the company guidelines through right channels.
Bachelors Degree in Commerce With specialization in Accounting, Ain Shams University, With Good grade